Failed payments can be frustrating, but Melio makes sure resolving one is quick and straightforward. If your ACH (Automated Clearing House) payment wasn't delivered to your vendor, you'll receive an email notification explaining the next steps.
In this guide, you can learn how to:
Prefer to resolve this quickly on your own from the Support Hub instead? See our guide on how to request a refund or edit and resend a payment through the Support Hub.
Resend the failed ACH payment
1- Locate the failed payment using one of the following methods:
- From your email: Open the email you received about the failed payment and select Resolve payment.
- From your Melio account: Log in to your Melio account. From the Pay dashboard, select the Payments tab. Select Resolve next to the failed payment you want to fix.
To narrow the list of payments you see, select Filters, then choose Failed under Status.
2- Now on the Payment and bill details screen, review the reason the delivery failed.
3- Select Retry payment. This will not result in the funds being debited from your account again.
4- Enter the vendor's correct ACH bank account information, then select Continue.
Ensure the details being entered are ACH bank details, and not domestic wire details. These two different types of delivery accounts are formatted differently.
5- Review the popup confirming these details will be saved for future payments only, then select Confirm.
6- Review the payment details and select Confirm and retry payment.
That's it! Your payment has been resent to the updated ACH details. From here:
- Its status will change to Scheduled, then to Paid once completed.
- After the payment settles, a NACHA trace number will appear in the Payment and bill details window, which the vendor's bank can use to help locate the funds.
- Check out this guide to learn about NACHA trace numbers.
If you need more help, reach out to our support team for further assistance.
Request a refund for the failed ACH payment
1- Locate the failed payment using one of the following methods:
- From your email: Open the email you received about the failed payment and select Resolve payment.
- From your Melio account: Log in to your Melio account. From the Pay dashboard, select the Payments tab. Select Resolve next to the failed payment you want to fix.
To narrow the list of payments you see, select Filters, then choose Failed under Status.
2- Now on the Payment and bill details screen, review the reason the delivery failed.
3- Select Get a refund.
If you don't see Get a refund, it's unavailable for this payment. You can either resend the payment instead, or reach out to our support team for more help.
4- Review the refund details, including the estimated date you'll receive your money back, then select Get a refund.
Refunds are issued for the full amount only, and can take 3-5 business days to arrive in your bank account.
That's it! Your refund is on its way. From here:
- The payment status will change to Processing refund, then to Refunded once complete.
- The funds will be returned to the account they were originally debited from.
- After the payment settles, a NACHA trace number will appear in the Payment and bill details window, which your bank can use to help locate the funds.
If you need more help, reach out to our support team for further assistance.