If a payment fails, both the payer and the payee will receive an email notification, and a fee will apply.
What happens to the payer when a payment fails?
The payer will be prompted to retry the payment, either using the existing payment method or adding a new one. If the payment fails a second time, you will be blocked from retrying until you contact our support team.
What can the payee do when a payment fails?
If a payment fails, the payee can log in to Forwardly and re-request the payment. If the customer has a current Auto Payment agreement, it will be requested using their existing payment method. If the payment fails a second time, you will be blocked from retrying until you contact our support team.
To get help after multiple failures, please submit a support ticket.
Who pays the fee when a payment fails?
For invoice payments requested by the payee, if the payer's payment fails, is returned, or is charged back, you will be charged the fee.
For bill payments initiated by the payer, the payer is responsible for any NSF charges.