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Welcome to Super Dispatch Help Center

Managing ACH Payment Errors with SuperPay

Table of Contents

    Introduction

    When it comes to managing SuperPay payments in Shipper TMS and Carrier TMS, understanding and addressing ACH payment errors is crucial. Whether the error occurs at the account level or order level, Super Dispatch provides clear notifications and actionable steps to resolve the issue. Below, we’ve outlined the most common ACH payment errors, their causes, and how to address them efficiently.

    Types of ACH Payment Errors

    Below we will cover Types of ACH Payment Errors:

    Account-Level Errors

    Account-level errors impact the bank account associated with your SuperPay account. These errors will be displayed prominently in red, along with a “Contact Support” button for further assistance.

    Common Account-Level Errors:

    • Bank Account Frozen: Indicates that the linked bank account is frozen and cannot process transactions.

    • No Bank Account Located: The submitted bank details are incorrect or incomplete.

    • Bank Account Closed: The bank account associated with SuperPay is no longer active.

    • Originator Unauthorized: The bank has flagged the transaction as unauthorized.

    Order-Level Errors

    Order-level errors are specific to individual transactions and usually indicate an issue with the payment for a specific order. These errors are displayed in yellow and include details about the affected order(s), along with a “Contact Support” button.

    Common Order-Level Errors:

    • Insufficient Funds: The bank account does not have enough funds to complete the transaction.

    If both account-level and order-level errors occur, account-level errors will take precedence in notifications.

    Resolving Common ACH Errors

    Below we will cover Resolving Common ACH Errors:

    SuperPay: Insufficient Funds (Error R01)

    When a payment fails due to insufficient funds:

    • What Happens: The Shipper’s payment to the Super Dispatch wallet fails.

    • Next Steps:

      • Confirm with your Admin or Accounting user role that you wish to retry the payment.

      • Support will manually retry the payment after receiving your confirmation.

    SuperPay: Bank Account Closed (Error R02)

    When the bank account associated with SuperPay is closed:

    • What Happens: Payments cannot be processed due to an inactive bank account.

    • Next Steps:

      • Provide updated bank information via this LINK.

      • Support will manually update your account and initiate micro-deposits for verification.

    SuperPay: No Bank Account Located (Error R03)

    When no valid bank account is found in the system:

    • What Happens: The submitted bank details are incorrect or incomplete.

    • Next Steps:

      • Provide updated bank information via this LINK.
      • Support will manually update your account and initiate micro-deposits for verification.

    SuperPay: Bank Account Frozen (Error R16)

    When the linked bank account is frozen:

    • What Happens: Transactions are blocked by the bank.

    • Next Steps:

      • Provide updated bank information via this LINK.
      • Support will manually update your account and initiate micro-deposits for verification.

    SuperPay: Originator Unauthorized (Error R29)

    When the bank flags the transaction as unauthorized:

    • What Happens: The transaction cannot proceed due to authorization issues.

    • Next Steps:

      • Provide a new bank account for SuperPay, or resolve authorization issues with your bank.

      • Support will manually verify the bank account after resolution.

    ​Notifications for ACH Payment Errors

    SuperPay ensures transparency by notifying users of ACH payment errors through:

    • A pop-up banner in the lower-left corner of the screen.

    • The Notifications section within Shipper TMS or Carrier TMS.

    • The SuperPay Page, providing detailed insights into the issue.

    These notifications ensure you’re informed about errors and equipped with the tools to address them quickly.

    Need Help?

    Should you encounter any ACH payment errors or need assistance with SuperPay, our support team is here to help. You can contact us via email at superpay@superdispatch.com, or simply click on the chat icon in the bottom right-hand corner of your screen to start a conversation with us. We’re here to help and look forward to assisting you!