Declined transactions

Declined transactions have been processed and declined. According to payments law, you can re-submit declined payments one time within 30 days of the process date.

View declined transactions

In your Rotessa account, select the Reports drop-down and Transaction Report.

Choose a date range, and select Search. A list of customers and the transactions for that date range will appear. Use the filter to the right of the search button to select the declined transactions.

Reasons for a declined transaction

Account Closed: The customer has closed the account. Contact your customer to obtain new account information.

Account Frozen: The bank has frozen the account thereby disallowing debit withdrawals. Contact your customer to obtain new account information, or make other payment arrangements.

Agreement Terms Not Met: The withdrawal may not be in accordance with a PAD agreement or no agreement exists between the business and the customer. Make sure your customers are giving you permission to debit their accounts, then be sure you are only withdrawing money in accordance with the agreement you have with your customer. If you are, remind your customer of their signed agreement. This includes a fee of $29 per Agreement Terms Not Met.

Customer Initiated Return: The customer communicated with their bank to return the payment. Contact your customer for further information.

Currency/Account Mismatch: The currency or account are not Canadian. Contact your customer to obtain Canadian bank account information.

Incorrect Account Information: There is a discrepancy between the customer’s name or account numbers in Rotessa and the bank, or the account information does not exist. Contact your customer to verify their account information.

No Confirmation/Pre-Notification: The customer requested to be notified of the withdrawal by the business and was not.

No Debit Allowed: There is a restriction on the account disallowing debits. Contact your customer to obtain new account information.

NSF (Non-Sufficient Funds/Insufficient funds): Insufficient funds in the customer account. Contact your customer to ensure funds will be available, then schedule a one-time payment to make up the missed payment. This includes a fee of $29 per NSF decline.

Payment Stopped/Recalled: The customer has stopped the payment or asked the bank to recall the payment. Contact your customer to see why they requested a stopped payment. This includes a fee of $29 per Payment Stopped/Recalled decline.

Payor/Payee Deceased: The customer has died ending the PAD agreement.