Record an ACH Late Return Chargeback (failed payment) in Jackrabbit

Issue/Question

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Can you tell me how to record a Chargeback?

Resolution

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When you process with Jackrabbit Pay, Jackrabbit automatically records failed ACH payments on the family record. However, in some cases, you may need to manually record an ACH chargeback/return.

With Jackrabbit Pay, ACH refunds can be issued in Jackrabbit after a five-day waiting period. This delay ensures the payment has fully cleared before a refund is allowed, protecting you from issuing a refund for a payment that later declines.

Follow these steps to manually record an ACH Chargeback in Jackrabbit if outside of the five days:

1. Go to the Family record > Transactions tab.
2. Select the R icon on the payment transaction line.
3. In the Refund Transaction pop-up window, select Refund by Different Payment Method > Record Refund in Jackrabbit Only.
4. Update the following fields:
   • Post Date: Change the date field to reflect the notification date.
   • Note: In the note field add the PSP# and the reason from the notification.
5. Use the checkboxes to select the fees linked to the payment and click Next.
6. In the Are Fees Still Due? window, select Due.
7. Click Submit Refund.

⚙️Note: User Permissions may limit access to this feature or functionality.