Overview

Use this article to resolve common issues that arise when processing payments through Repay in Accounting Seed. Topics include failed payments, Payment Service Status errors, payment cancellations, and stale check handling. Some steps require Salesforce Administrator access; this is noted in each relevant section.

In this article:

Troubleshooting

Resolving Payment Failures

• How do I re-initiate a payment?
• My Cash Disbursement (CD) has the Payment Service Status of "Needs Attention." How do I resolve this and resubmit my payment?
• I posted a CD but did not select Payment Services in the Type field. How do I fix this?
• My CD is posted, but I need to unpost it to update a field. How do I avoid a duplicate payment request to Repay?

Payment Status and Notifications

• I posted a CD with Type = Payment Services, but no Payment Services ID appears. Is this normal?
• Payments have cleared my bank, but the Payment Status on the CD still shows Pending. Why?
• How am I notified about failed payments?

Canceling Payments

• I need to cancel a payment and the funds have been taken from my bank account. What do I do? (ACH and Check)
• I need to cancel a payment and the funds have NOT left my bank account yet. What do I do? (ACH, Check, and Virtual Card)
• How do I cancel a Virtual Card payment through Repay when the funds have left my bank account?
• I received notification of an undeposited check (stale check). How do I process this in Accounting Seed?

Frequently Asked Questions (FAQ)

Troubleshooting

Resolving Payment Failures

Question: How do I re-initiate a payment?

Important: First verify that the Payment Services ID field on the Cash Disbursement is blank.  If there is an ID, do not proceed with the steps - instead submit a case to Accounting Seed Support.

To re-initiate payment, follow these steps:

1. On the Cash Disbursement click the Apply/Unapply button and unapply the Cash Disbursement from the Payable, then click Save.
2. Next, unpost the Cash Disbursement.
3. Correct the error that prevented the payment from processing.
4. On the Cash Disbursement, clear all fields in the Payment Services section.
5. Click the Apply/Unapply button and reapply the Cash Disbursement to the same Payable, then click Save.
6. Refresh the Cash Disbursement record. Confirm the Cash Disbursement Balance is 0.00, then Post it.

Question: My Cash Disbursement (CD) has the Payment Service Status of "Needs Attention." How do I resolve this and resubmit my payment?

Note: When a Cash Disbursement status is set to Needs Attention, a Task is automatically created and assigned to you as the CD Owner. The task comment includes the error details and Correlation ID. Open the task before starting the troubleshooting steps below — it may contain everything you need to contact Support directly.

A Cash Disbursement's Payment Service Status is set to "Needs Attention" for different reasons. Start by reading the Payment Service Status Note field on the Cash Disbursement. It contains the specific error message and your Correlation ID (a unique code Repay generates per transaction, which Accounting Seed Support uses to look up the specific error on the Repay side). If the error does not match any of the common issues listed below, skip to the Support escalation step. Otherwise, check these common issues:

1. 1. On the associated Vendor record, check these common issues:
      1. The Billing Address Country field must be set to "US," "USA," or "United States" for US Repay customers, or "CA" or "Canada" for Canadian Repay customers.
      2. US Repay customers cannot make payments to vendors whose address is outside the US. Canadian Repay customers can only pay vendors with addresses in Canada.
      3. The Contact's phone number must not include a country code prefix. Use a 10-digit US format (for example, 111-222-3333).
   2. On the related Payable, check the Payee Reference field:
      1. The field must have no more than 60 characters.
      2. The field must not contain any special characters.

If none of the above apply, submit a case to Accounting Seed Support with the full text from the Payment Service Status Note field. For example: "Please contact Accounting Seed Support with Correlation ID - cf655395-34bc-11f2-b169-7e583af677fy." Support will investigate and confirm next steps.

Once you have resolved the error, follow these steps to resubmit the payment to Repay:

1. 1. On the Cash Disbursement, find the Bank Disbursement field and clear it.
   2. Check the Source field and follow the applicable steps for your CD below.

If the Source field is Manual:

1. 1. Click Apply/Unapply and unapply the Cash Disbursement. Click Save, then click Unpost.
   2. If the error was related to the Vendor address (item 1a above), update the Cash Disbursement accordingly.
   3. Click Apply/Unapply and reapply the Cash Disbursement to the same Payable.
   4. Click Save and refresh the record. Confirm the Cash Disbursement Balance is 0.00, then click Post.

If the Source field is Payable:

1. 1. Click Unpost, then delete the Cash Disbursement.
   2. Navigate to the Payable and click Pay.
   3. On the payment screen, set the Type to Payment Services, then click Pay and Post.

Question: I posted a CD but did not select Payment Services in the Type field. How do I fix this?

If you did not select Payment Services in the Type field when posting the Cash Disbursement, the payment was not sent to Repay. Unpost the Cash Disbursement, correct the Type, and repost.

1. 1. On the Cash Disbursement, find the Bank Disbursement field and clear it.
   2. Check the Source field and follow the applicable steps below.

If the Source field is Manual:

1. 1. Click Apply/Unapply and unapply the Cash Disbursement. Click Save, then click Unpost.
   2. Update the Type field to Payment Services. Click Save.
   3. Click Apply/Unapply and reapply the Cash Disbursement to the same Payable.
   4. Click Save and refresh the record. Confirm the Cash Disbursement Balance is 0.00, then click Post.

If the Source field is Payable:

1. 1. Click Unpost, then delete the Cash Disbursement.
   2. Navigate to the Payable and click Pay.
   3. On the payment screen, set the Type to Payment Services, then click Pay and Post (this button may appear as Post depending on your configuration).

Question: My CD is posted, but I need to unpost it to update a field. How do I avoid a duplicate payment request to Repay?

To update the Cash Disbursement:

1. 1. Follow the Source-based unpost steps in the section "I posted a CD but did not select Payment Services in the Type field. How do I fix this?" above to unpost the Cash Disbursement and make your changes.
   2. Important: Do not clear the Payment Services Status field. Clearing it can result in a duplicate payment being sent to Repay.
   3. Repost the Cash Disbursement.

Payment Status and Notifications

Question: I posted a CD with Type = Payment Services, but no Payment Services ID appears. Is this normal?

No. The Payment Services ID appears almost immediately after you post the Cash Disbursement. Refresh the record a few times.

If the field still has no value after several refreshes:

1. 1. Create a case for Accounting Seed Support and include the Cash Disbursement number (for example, CD-12345).
   2. Support will confirm whether the payment request was sent and advise on next steps.

Question: Payments have cleared my bank, but the Payment Status on the CD still shows Pending. Why?

The Payment Status field is set to Paid once Repay updates the Payment Services Status to Completed. Occasionally, a Repay status update to your org may be interrupted.

Create a case for Accounting Seed Support and include the Cash Disbursement number(s). Support will verify the payment status and advise on next steps.

Question: How am I notified about failed payments?

Canceling Payments

Question: I need to cancel a payment and the funds have been taken from my bank account. What do I do? (ACH and Check)

Create a case for Accounting Seed Support immediately so they can determine whether the payment is being held in your FBO account.

• • If the funds are in your FBO, Support will request that Repay cancel and refund the payment and will confirm the expected refund timeframe.
  • If the funds have already left your FBO, you will need to ask the vendor to return the funds.

To record the cancellation in Accounting Seed and restore the Payable balance, complete the one-time setup below, then follow the recording steps.

Record the Refund

1. 1. Clone the original Cash Disbursement or create a new one.
   2. Edit the Type field to Electronic. (Do not select Payment Services; you cannot request a negative payment through Payment Services, and it will automatically move to a “Needs Attention” payment services status if you do).
   3. Edit the Amount field. Type a minus sign (-) directly before the numeric value. For example, if the original amount was 500.00, enter -500.00. Do not use parentheses.
   4. Set the Disbursement Date to the date the refund was received (defaults to today).
   5. Set the Accounting Period to the period in which the refund was received. Do not use the accounting period from the original Cash Disbursement unless the refund was received in the same period.
   6. Clear the information in the Payment Services Id field.
   7. In the Description field, enter an audit trail note. For example: Payment Services refund of CD-#####.
   8. Click Save, then click Post.

Restore the Payable Balance

1. 1. On the negative Cash Disbursement, click the Applied To tab.
   2. In the Invoices Applied To related list, click New.
   3. Set the Accounting Period to the same period used on the negative Cash Disbursement (the period the refund was received). This ensures the AP credit and the cash entry are recorded in the same period.
   4. In the Applied Amount field, enter the same amount from the negative Cash Disbursement, including the minus sign. For example, -500.00. Do not use parentheses.
   5. In the Applied Date field, enter the date the refund was received (use the same accounting period as that field).
   6. Select the same Payable to which the original Cash Disbursement was applied.
   7. Click Save.

The Payable balance is now restored and the vendor can be repaid.

One-Time configurations to Record this type of Refund

A Salesforce Administrator must complete this one-time setup:

1. 1. In Setup, go to Object Manager > Cash Disbursement > Validation Rules. Deactivate Cash_Disbursement_must_be_positive.
   2. In Setup, go to Object Manager > Cash Disbursement > Page Layouts. Select the page layout in use, then navigate to Related Lists > Invoices Applied To. Click the wrench icon, click the plus sign (+) next to the Buttons section, select the New checkbox, click OK, and click Save.
   3. In Setup, go to Object Manager > Cash Disbursement > Page Layouts. Select the page layout in use, then scroll to the Salesforce Mobile and Lightning Experience Actions section. Add the Clone action, then click Save.

Question: I need to cancel a payment and the funds have NOT left my bank account yet. What do I do? (ACH, Check, and Virtual Card)

1. Contact your bank immediately to stop the payment.
2. Create a case for Accounting Seed Support as soon as possible with the following:
   • Cash Disbursement number (for example, CD-12345)
   • Payment Services ID, or the amount on the Cash Disbursement
   • A request to cancel the payment in Repay
3. Once Support confirms the payment was canceled in Repay and no funds were withdrawn from your account, void the Cash Disbursement. For steps to void a Cash Disbursement, see Void a Cash Disbursement.

The Payable balance is now restored and can be repaid.

Question: How do I cancel a Virtual Card payment through Repay when the funds have left my bank account?

1. Contact Accounting Seed Support immediately so they can determine whether the payment is being held in your FBO (For Benefit Of account, a Repay-managed holding account where funds may be temporarily held in transit) and have Repay cancel the payment.

• If the funds are in your FBO, Support will request that Repay cancel and refund the payment and will confirm the expected refund timeframe.
• If the vendor has already used the Virtual Card (the available balance shows $0.00), you will need to ask the vendor to refund the payment.

To record the cancellation in Accounting Seed and restore the Payable balance, follow all steps in "I need to cancel a payment and the funds have been taken from my bank account. What do I do? (ACH and Check)," including the one-time Before You Begin setup if it has not already been completed by your Salesforce Administrator.

Question: I received notification of an undeposited check (stale check). How do I process this in Accounting Seed?

When a check to your vendor is not deposited, Repay refunds the amount to your bank account and notifies you by email at the address registered with your Repay account. The original Cash Disbursement's Payment Services Status may also be updated.

To account for the stale check in Accounting Seed:

1. 1. Match the original Cash Disbursement to the outgoing bank transaction on your bank reconciliation. Do not void it.
   2. Record the refund deposit returned to your bank account by Repay. This incoming cash must be recorded in Accounting Seed so your GL reflects the returned funds and your bank reconciliation balances. Contact your accountant for guidance on recording this cash receipt entry.
   3. To restore the Payable balance so the vendor can be repaid, follow the Restore the Payable Balance steps in "I need to cancel a payment and the funds have been taken from my bank account. What do I do? (ACH and Check)." Confirm with your Salesforce Administrator that the one-time Before You Begin setup has been completed.

Frequently Asked Questions (FAQ)

Question: How should my vendor update their Payment Method, Payment Type, ACH information, or AP Remittance email info on file?

For security purposes, we recommend the vendor call Repay at 1-801-679-6044 or email payableshelp@repay.com to confirm the request. Then, Repay will send their ACH form to the vendor so they can provide their updated banking information.

Related Articles

• Repay Payment Automation Onboarding
• Void a Cash Disbursement
• Payment Services

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