In almost all cases, when a payment is returned to Velo by the bank it is due to a name, routing number, or account number mismatch.
When a payment is returned, the following actions happen behind the scenes:
- Velo receives a notice from a bank partner
- An email is triggered notifying you of the return and prompting you to edit your Payment Method
- Your Payment Method is updated to a non-payable state
- The payment status is updated to Returned
What you need to do...
Once the Payment Method is updated, contact the company you work for to request the payment is re-submitted. Velo cannot send a payment to you without instruction from the company you work for.
If you have any questions, please contact Velo Support.