You may need to reject a bill pay payment to prevent processing errors, reduce risk, or comply with regulatory requirements. Common reasons include invalid or incomplete payee information, insufficient funds, closed accounts, or suspected fraudulent activity. Rejecting a payment in these cases helps ensure secure and accurate transactions for your customers.
How to reject a bill pay payment
Go to the Transaction Research feature in the Main Menu to get started. From there, you'll need to search for the transaction using the search fields provided.
Note: you may only reject payments that have not yet processed.
Once you locate the payment transaction you wish to reject, double click it to open the Payment Details screen.
- Click Reject.
- Enter a reason for the rejection in the Reason field, then click Reject Payment.
- Choose to Yes to notify the customer via email of the rejected payment. If you select No, the customer will see the payment as rejected within online banking upon their next login.
- You will see a Success message to confirm the payment has been rejected. Click Close to return to the Transaction table.
