RoasterPay: ACH Failed Payments, NSF Fees and Refunds

ACH Failed Payment and Fee

If an ACH payment fails, it will show up on the Payment Page with a "Failed" status. On the Payout Page, there will be a $15 fee for the insufficient funds (NSF) fee. It will be displayed similar to below.

Line 1: reflects the original payment amount attempted to be charged

Line 2 and 3: reflects the net payout amount and the processing fee (which total the same as line 1)

Line 4: is the NSF (non sufficient funds) fee that you are charged

Passing on this fee to customers

We don't automatically pass this on, but this feature is planned for the future. In the meantime, you can create an NSF Fee and add it to the order with the failed payment before re-collecting payment.

One-time setup:

1. Go to Products > New Product and select Fee as the product type.
2. Name it "NSF Fee" and set a base price. Many businesses charge $25 to cover the hassle of handling the failed payment.
3. If you sync to accounting, map the fee to the matching item in QuickBooks or Xero.
4. If you collect tax, assign the appropriate tax code (leaving it blank defaults to taxable).

Adding it to an order:

1. Open the order with the failed payment and click Add Fee in the bottom left.
2. Select your NSF Fee — the base price auto-fills, and you can adjust the amount or add a description.
3. Click Add. The order balance updates automatically.
4. Re-collect payment for the new balance.

Full details, including how to edit fees and find all orders with a fee: Orders: How to Setup and Use Fees

ACH Refunds

When you process a refund via ACH, it may take a little longer than a credit card refund. Because ACH payments move through a verification process, the bank needs time to confirm and verify funds before the refund is complete. During this time, the refund will show as Pending, and all other payment or refund actions will be temporarily locked until it’s finished.

This ensures your records stay accurate and prevents overlapping transactions while funds are being verified.

Processing an ACH Refund

1. Open the order with a cleared ACH payment. You can not process a refund on a pending transaction.
2. Start refund: Click Refund in the order History to open the popup.
3. Amount: Choose full or partial and enter the amount.
   • Note: For partial refunds, edit the order first (see process above) before issuing the refund.
4. Acknowledge: Check the mandatory checkbox to proceed.
5. Notifications (optional): Before submitting, you can confirm your refund notification settings directly from the popup.
6. Submit: Click Submit. Status becomes Pending and other payment/refund actions are locked.
7. Confirmation: Status auto-updates to Succeeded or Failed once funds are verified and an email is sent if enabled.