Payment returned: what should I do?

If you have received an email regarding a payment returned ("Action Required: We had a problem sending you a payment") or if your payment has failed.

Please follow the step described in the email received and take a moment to check your bank account information.

Scenario 1

If the recipient is Individual, Bank Account Holder Name must be in the recipient's exact name.

Scenario 2

If the recipient is business and operates as a Sole Trader, Bank Account Holder Name must be either in the name of the Sole Trader or in the DBA name.

Scenario 3

If the recipient is business and is incorporated, Bank Account Holder Name must be in the name of the legal entity our merchant has contracted with their client.

It cannot be in the name of an individual, whether that is a Director, Officer or Shareholder of the entity.

Scenario 4

If Bank Account Holder Name is empty or has N/A or any other nonsensical words on that field, the merchant needs to amend accordingly as per the above scenario’s.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.