Requesting a transaction to be stopped, rescheduled, refunded or reversed
Stopping a transaction
After a payment is Sent to Bank, there is a brief window of time where a transaction may be stopped that day, either by calling the bank or emailing firstname.lastname@example.org before 4 p.m. CST on a business day.
In your email, include the customer's name and the amount of the transaction(s). You will be emailed if the stop payment was successful or unsuccessful.
There is a fee of $29 per stopped transaction.
If your transaction is labelled Processed this means the banks have already processed the transaction and it cannot be stopped, reversed, or refunded. You will need to arrange a solution directly with the customer.
Rescheduling a transaction
Transactions cannot be skipped one time in a recurring schedule.
Instead, you need to delete the recurring payment schedule and recreate it again.
Refunding or Reversing transactions
We cannot issue refunds or reverse transactions once they have been processed. The issue needs to be taken directly to the customer.
In an extreme scenario, we recommend that you direct your customers to request a stop payment from their bank.