Resending Failed Payments
- 06 Aug 2024
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Resending Failed Payments
- Updated on 06 Aug 2024
- 1 Minute to read
- Print
- DarkLight
- PDF
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This article addresses R365 Payments that failed to send due to an interruption in the payment process.
R365 Payment Status column in AP Transactions shows the status of each payment made using the R365 Payments Service. A Not Sent status occurs when the Payment tab is closed before the payment is sent or when a connection issue interrupts the payment before it can be finalized. If a payment remains in a Not Sent status for more than 24 hours, an email is sent to notify the creator of the payment that an issue has occurred. The creator can then resubmit the payment. If multiple payments were not sent, these can be resubmitted in bulk.
Troubleshooting Failed Payments
If the payment is still unable to send, try these troubleshooting steps:
Reason | Solution |
|---|---|
The user closed the Submission Loading page before the payment fully processed, or the connection was interrupted, preventing the payment from completing successfully. | Follow the instructions below to resubmit the payment and wait to see the successful confirmation message. |
The vendor is not correctly setup for R365 Payments, or there is an error in the address and/or email information. | Return to the Vendor record and check that the information is entered correctly. The zip code should not contain more than 6 characters (do not include the 4 supplementary characters), and there should be no special characters in the address fields (.,:;#@-*). |
The vendor’s bank does not accept ACH payments. | Confirm with your vendor that ACH payments are allowed. If not, change the Payment Method on the Vendor Record. |
A comma or apostrophe has been entered into the Name, Check Name, or Default Check Memo box under the Vendor Additional Info tab of the Vendor Record. | Make sure that the Name, Check Name, and Default Check Memo box under the Vendor Additional Info tab are correctly entered and then resubmit your payment. |
Resending an individual payment
Users can resubmit individual payments using the Action menu in the payment screen.
Follow these steps to resubmit a payment:
Navigate to AP Transactions.
Double-click a row in the table to open the desired AP transaction.
Select the Action drop-down.
Click Send to R365 Payments.
The payment is resubmitted.
Resending multiple payments
Users can resubmit multiple payments using the Edit Selected option in AP Transactions.
Follow these steps to resubmit multiple payments:
Navigate to AP Transactions.
Select the checkbox for each payment to resubmit.
Select the Edit Selected drop-down.
Select Send to R365 Payments.
The payments are submitted.
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