When an ACH (bank account) payment is returned, ValPay will send a notification email to users on your account.
These emails are sent to all users in the ValPay Portal based on the email address used as their login.
📧 What the ACH Return Email Looks Like
Below is an example of what an ACH return notification email may look like:
Subject: Urgent: ACH Return Notification for Your Payments Account (Ref: XXXXX)
Dear Merchant,
We’ve received a notification of an ACH return for your merchant account:
- Date: 03/11/26
- Amount: 24.42 USD
- Card Summary: 5180
- Reference Number: XXXXX
- Original Reference: XXXXX
- Reason: R01 Insufficient Funds
This is just a notice. Please contact your customer to arrange an alternative form of payment as soon as possible.
🔍 What Each Field Means
Date
The date the return was received.
Amount
The amount of the original transaction that was returned.
Card Summary
The last four digits of the bank account used for the ACH payment.
Reference Number
The reference number for the return transaction.
Original Reference
The original payment reference tied to the ACH transaction.
Reason
The ACH return reason code explaining why the payment failed.
Example:
- R01 Insufficient Funds → The customer did not have enough funds in their account
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⚠️ What You Should Do
When you receive an ACH return notification:
1. Contact your customer as soon as possible
2. Request an alternative form of payment (card, new ACH, etc.)
3. Do not assume the payment was successful — the funds were not received
4. If needed, confirm the transaction details in the ValPay Portal
🧭 How to Find ACH Returns in the ValPay Portal
You can also view returned payments directly in the ValPay Portal:
1. Log into the ValPay Portal
2. Navigate to Transactions
3. Search using:
- Reference Number, or
- Date / Amount
4. Look for transactions marked as:
- ACH Returned
- Chargeback
This allows you to confirm the return and review additional details.
❓ Why ACH Returns Happen
ACH payments can be returned for several reasons, including:
- Insufficient funds (R01)
- Incorrect bank account information
- Closed or inactive bank account
- Authorization issues
🧠 Important to Know
- ACH returns can happen after the original payment appears successful
- The notification is informational only — no action is taken automatically
- You are responsible for collecting payment again from your customer
If you have questions about an ACH return, please contact your support team for assistance.