When you see that one of your payments has a failed or issue status and you want to re-initiate the payment, please contact Routable Support to re-initiate the payment. This article goes over the information needed to process this request and how to submit the request to our support team.
Quick Links
How to Contact Routable Support
Information Needed
Please gather the following information BEFORE contacting support:
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Payment ID
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Open the payment in Routable > click the 3-dot menu at the upper-right > select Copy ID to clipboard.
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Open the payment in Routable > click the 3-dot menu at the upper-right > select Copy ID to clipboard.
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Vendor’s bank account
- If changing, the bank account name and last 4 digits (be sure the vendor’s new payment method is added to Routable before submitting your request).
- If staying the same, let us know in your request that the vendor’s payment method is to stay the same.
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(OPTIONAL) Delivery Method
- If changing, confirm the new delivery option in the support request
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(For check payments only) Submit a stop payment request with your bank for the original check.
- Failing/Canceling a check in Routable only cancels the check on Routable’s platform, it does NOT cancel the check with your bank.
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If requesting to cancel a payment:
- Reason for the cancellation
- Whether or not we should update your ledger to reflect the cancellation
Re-initiate a Failed ACH Payment
- Email support@routable.com with the information above.
- Submit a Support Request
Payments with an Issue Status
- Email support@routable.com with the information above.
- Submit a Support Request
Re-issue a Check Payment
- Email support@routable.com with the information above.
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Submit a Support Request
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If the payment needs to be re-initiated via ACH, please be sure to include the following information to help us process your request:
- The bank account name + last 4 digits
- The new delivery option (if this is not provided, we will use Expedited ACH)
- The reason for re-issuing the payment (i.e. new address, check never arrived, incorrect recipient name, etc.)
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If the payment needs to be re-initiated via ACH, please be sure to include the following information to help us process your request:
How to Contact Routable Support
- Email - support@routable.com
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Submit a Request (via our help center) and choose the request type: https://docs.routable.com/hc/en-us/requests/new
- Request Forms
- Create an account on our help center to easily manage your requests.
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Note - these forms are best used for 1-10 payments for 1 vendor at a time.
- 11+ payments: email support@routable.com with a CSV of the payments you want initiated along with the information outlined above.
- Multiple vendors: submit 1 form for each vendor.
Notes
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If you want more details on why a payment failed, contact us at support@routable.com or submit a general support request.
- The return code (payment failure reason) is displayed in-app on the right sidebar on the payment page under Payment Details:
- The return code (payment failure reason) is displayed in-app on the right sidebar on the payment page under Payment Details:
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The support request forms to re-initiate and re-issue payments are meant to be processed asynchronously. When the support team receives your request, we will process it as a part of our usual ticket handling process.
- Routable Support may reach out before re-initiating or re-issuing payments if more information is needed or if any problems arise when processing your request.