Frequently Asked Question

ACH acceptance can take up to a week to finally reach your bank account and can be rejected by the User's bank any time before that. 

If this happens, follow these steps to make a correction to the account:

1. Select the User you need to reverse payment for

2. Click BILLING>POST PAYMENTS AND CHARGES

3. Click EDIT (pencil) next to the order you want to modify

4. Click ADD A REFUND. Under "Using", from the dropdown select "Reverse failed ACH/EFT/Direct Debit" and enter the amount to be refunded.

5. Click SUBMIT REFUND.

PLEASE NOTE:

• Refunds/reversals by ACH are processed outside Deskworks. Adding the refund in Deskworks simply notes that you have done this and keeps your books in order.
• Refunds by ACH DO NOT SEND an automated notification to the User.