Take immediate action on resolving failed payables directly from the payment itself, bypassing the need for manual back-and-forth emails with our support team:
- Update the vendor's payment method
- Submit a request to retry the failed payment
- Contact support for more information
- Cancel the failed payment
| ⭐️ This interactive resolution flow is currently available only via the Routable Dashboard. It is not supported via the API at this time. |
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How to access the Resolve Failure flow
If a payment fails, the status of the payable will update to Payment failed. To resolve it:
- Navigate to the Payables section and select Failed and Issue. Locate the failed payment and click on it to open the payables details.
- On the payable details page, click the Resolve failure button at the upper-right.
How to Resolve
Within the Resolve failure sidepanel, choose from three primary courses of action:
1. Retry Payment
Request a new payment attempt without creating a duplicate payable.
If the payment failed due to incorrect data - such as a closed bank account, an incorrect payee name, or a typo in the account number - fix it here.
Failure Reason
Review the failure reason to determine what kind of update is needed on your side to ensure the vendor's bank account information is correct.
Select or Add a New Vendor Payment Method
(A) Select a new verified bank account from the vendor’s list.
(B) Add a new payment method for the vendor by clicking the underlined link (see below).
- Clicking this link opens the vendor's profile where you'll be able to add a payment method on the vendor's behalf or send them a link to update their payment method. Learn more here: 📚 Adding a payment method for my vendor.
Provide Additional Details and Submit Request
The Retry payment option sends an email to the support team to process your request. All necessary information is provided to our team; however, if additional details are needed, be sure to share them before submitting your request.
| ✋ Time to resolves varies depending on the nature of the failure. |
2. Create a Support Ticket
If you are unsure why the payment failed or the "Failure Reason" provided is unclear, =start a direct thread with the Routable Support team. This logs a ticket linked to that specific transaction, allowing our team to investigate and get back to you faster.
Select Create a support ticket and provide additional details in the text box. Submit request to send your inquiry to our team. 💌
3. Cancel Payable
If the payment is no longer needed or you intend to pay the vendor through an alternative method outside of Routable, choose Cancel payable to void the transaction. This changes the payable status to "Canceled" for your accounting records.
To update the ledger or to not update the ledger...
If you're integrated with a third-party accounting software (QBO, Netsuite, Sage, or Xero), select whether Routable should cancel the bill in Routable only or in Routable AND your ledger.
| ✋ Deleting a bill and payment only in Routable will cause a mismatch with Quickbooks Online and requires a manual update to resolve. |
Provide Additional Details and Submit Request
The Cancel payable option sends an email to the support team to process your request. All necessary information is provided to our team; however, if additional details are needed, be sure to share them before submitting your request.