How to Handle ACH Returns

First, find the return code on your deposit statement. Based on the code, take the appropriate action below.

• If the reason is: "No account/unable to locate account"
  • Problem: This is typically caused by a typo in the account or routing number.
  • Solution: Contact the family to verify their banking information. After correcting the details, reattempt the payment.
• If the reason is: "Insufficient funds"
  • Problem: The account did not have enough money to cover the transaction.
  • Solution: Contact the family and either request another form of payment or ask them when sufficient funds will be available to try the payment again.
• If the reason is: "Closed account"
  • Problem: The bank account provided is no longer active.
  • Solution: Contact the family to request a new payment method.
• If the reason is: "RDFI not qualified to participate"
  • Problem: This usually means the routing number is incorrect. In rare cases, it means the family's bank doesn't participate in the ACH network.
  • Solution:
    1. First, reach out to the family to verify the routing number. If it was incorrect, update it and reattempt the payment.
    2. If the routing number is correct, their bank likely does not accept ACH payments. In this case, you must request another form of payment.

After any ACH return, you must reverse the failed payment in CampSite to ensure your financial records are accurate.

1. Navigate to the family’s profile in CampSite.
2. Find the returned payment in their history and double-click the blue ‘I’ icon next to it.
3. A ‘payment details’ window will pop up.

Select the ‘reverse transaction’ button.

How You're Notified: You will be informed of any ACH returns on the deposit statement that is automatically emailed to your business with each disbursement.

How to Update Notification Emails: To add or remove people from this email distribution list, send your request to payments@campmanagement.com.