Service Titan Knowledge Base

View bounced checks (ACH returns) in SmartPayLast updated on 09/08/2022

Monitor all bounced checks (ACH returns) to stay compliant with the National Automated Clearinghouse Association (NACHA). A merchant’s administrative and overall ACH return rate can’t exceed 3.0% and 15.0% in total ACH activity.


Things to know

  • You will receive a notification from the processor if the account is invalid. Then, go into Smart Pay to check the transaction in question.

  • Once the account is confirmed, you can reprocess the payment.


Common reasons for bounced checks (ACH returns)

The most common reason for bounced checks (ACH returns) is either that an invalid account number is entered by the user or that an account number of a closed account is entered. When you enter the account information, remember:

  • The routing number is always 9 digits long

  • The account number can vary in length

  • Check numbers are optional and should not be included as part of the account number


View bounced checks

To view bounced checks (ACH returns) in SmartPay:

  1. Log into SmartPay.

  2. Navigate to Dashboard.

  3. Under Current Transaction Summary, click Invalid / Closed Account. A list of transactions with Invalid / Closed Account errors appears. Note: Invalid / Closed Accounts are transactions that have been returned because the account number is invalid or the account number belongs to a closed account.

  4. Click the View icon next to the desired transaction.

  5. Click Show Events. This opens the event details, where you can view the description of the bounced check.

  6. Once you get the updated account and routing number,  try running it through ServiceTitan again. You can do that either by going to the Invoice or Customer page. Note: If the check is returned for any reason other than an Invalid / Closed Account, you need to click the corresponding status.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.