RoasterPay: ACH Failed Payments, NSF Fees and Refunds

Note: Make sure to have your notifications for failed ACH payment turned on in your profile settings. Learn more here.

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

Currently we don't automatically pass on this fee to the customer. (but this feature is planned for in the future) To pass on the fee to your customer, we recommend:

Create a custom product called “NSF Fee”
If you collect tax, the product should be assigned a tax code that doesn't collect tax (reach out to support if you have questions)
Add the fee to the order with the failed payment before re-collecting payment.
Note: many businesses charge a $25 NSF fee for the inconvenience of dealing with the insufficient funds.

Important: A NSF fee will be charged for every failed transaction. If you are recollecting payment, we recommend confirming available funds or using an alternative form of payment.

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

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