Managing payments efficiently is crucial for both funeral homes and families. When an payment fails, it’s important to understand why, what happens next, and how to resolve the issue.
How Are Failed Payments Processed?
If a payment attempt is unsuccessful, the system will immediately mark it as Failed and take the following actions:
✅ The failed payment will remain visible on the Payments page, clearly labeled as "Failed."
✅ A new invoice will automatically be generated on the payment page directly below the failed payment so the family can retry the payment using a different method.
✅ The family member who attempted the payment will be notified via email and/or text, depending on their contact information.
✅ The case assignee will also receive an email with details of the failed payment, including the payer's contact information and a direct link to the updated invoice.
Why Did the Payment Fail?
ACH payments may fail for several reasons, including:
❌ Insufficient funds in the payer’s bank account.
❌ Incorrect account details or outdated bank information.
❌ Bank holds or restrictions on the payer’s account.
❌ Other banking issues, such as closed accounts or payment limits.
If the payer believes the failure was an error, they should check with their bank or try an alternative payment method.
How Does This Affect My Accounting or Reporting?
📌 Failed payments will appear in your Gather reports but will be clearly labeled with a status of "Failed."
📌 Failed payments are NOT included in the Batch Extract report since this report is intended for accounting software, like QuickBooks.
📌 Once the payer successfully reprocesses the invoice, the new transaction will be recorded as a separate, successful payment.
How Does This Affect My Payouts with Gather Pay?
Since failed payments do not complete, they are not included in payouts from Gather Pay. Only successful payments are counted toward your available payouts.
Next Steps
If you’d like to follow up with the payer directly, you can find their contact information in the email notification sent to the case assignee. You can also view the failed payment details and replacement invoice on the Payments page in Gather.
Need More Help? 👋
Chat with our team anytime. Or give us a ring at (208) 908-0488.