ACH (Automated Clearing House) transactions are unique because they always show as completed in GivingFuel, even when they aren't successful. This occurs because ACH transactions can take up to 14 days to clear the various banks that process them. The best practice when providing ACH Payments as an option to donors is to regularly monitor the payment processor to ensure that any ACH transfer attempts are cleared by the banks.
Note: Because of the nature of ACH Donations, the refund button will not show up on ACH Donations. All ACH donations must be refunded in the payment processor itself. Once the ACH donation is refunded in the payment processor, users can then update the status to void or declined in GivingFuel.
If a donor's ACH donation fails in the payment processor or a donor requests to refund their ACH donation, your organization may want to update the status of this donation in GivingFuel to provide accurate reporting information. This article walks through how to change the status of your ACH donations.
Change the Status of an ACH Donation
Tip: If your donor requested a refund, first refund the donation in the payment processor. Changing the status in GivingFuel will not issue a refunds.
From the top menu bar, click the Contacts tab
Search for the donor's name or billing email in the search box
Select the eye icon next to the donation for which you want to update the status
Click the Update Status button
Under Transaction Status, select the updated status, and add a note if desired
If the donation is a recurring donation: select to either cancel future recurring payments, or do not change the recurring payment
Click Save
