What do I do with reversed payments?

When you receive notification of an ACH/eCheck payment rejection or if you've issued a Void/Refund, here are some guidelines.

1. Make sure you reverse the payment in your software, so the account reflects no credit for the payment previously received, and make payable once more if you decide to let your payer submit a new payment. 

2. Autoagent will let the Individual Payer know their payment was reversed if you would like:

You can enable/disable this option in the "Settings" area of your MuniciPay account.

Navigate to MuniciPay main menu --> Settings--> Customize MuniciPay--> Select Yes/No from the dropdown under "Send Payer Reversal Notifications.

Autoagent can only notify Individual Payers who provided an email address.

If the payment returned is made through IVR, Autoagent can only inform the Individual Payer if they provided a phone number following their payment confirmation to receive notifications. Otherwise, they won't receive notifications from Autoagent.

3. Determine based on the reversal:

Do you want to accept the payment online again? If not, you may block an online payment for this account through MuniciPay.

Will your office notify the Individual Payer their payment was returned? Some offices do, while others rely only on the Autoagent notification.

Will there be a penalty or fee assigned to this account as a result of the return? Is the payment now late?