Understanding Declined Transactions in Rotessa
When a transaction shows a Declined status, it means the payment couldn’t be processed. This can happen for a few different reasons — some of which may include a decline fee.
We'll walk you through:
- What a decline means
- When fees may apply
- What to do next based on the decline reason
What to Know About Declined Payments
What does a "Declined" transaction mean?
This means the funds couldn't be withdrawn from your customer's account — the payment failed.
Is there a fee?
Yes, some decline reasons include a decline fee (e.g. NSF). We'll highlight which ones below.
Can I retry the payment?
Yes — you can manually retry the payment once within 30 days of the original process date. Rotessa will not automatically retry the payment, so if you'd like to collect the funds again, schedule a new one-time payment.
What is a Chargeback?
If the decline happens after the money was already deposited to your account, it's called a chargeback. This means the funds will be withdrawn from your account and returned to your customer.
Decline Reasons & What to Do
Use the table below to understand why a transaction was declined and how to fix it:
| 🧾 Reason | ❓ Why it Happened | ✅ What to Do | 💰 Fee? |
|---|---|---|---|
| NSF (Insufficient Funds) | The customer didn’t have enough money in their account. | Contact your customer and schedule a new one-time payment when funds are available. | ✔ Yes |
| Account Closed | The bank account has been closed by the customer or their bank. | Ask your customer for updated bank info and update it in Rotessa. | ✖ No |
| Account Frozen | The customer’s bank has frozen their account. | Get updated account info from your customer or arrange an alternate payment method. | ✖ No |
| Agreement Terms Not Met | The payment wasn’t authorized under a proper PAD agreement, or no agreement exists. | Ensure you have written permission to debit your customer. If you do, remind them of your agreement. | ✔ Yes |
| Currency/Account Mismatch | The bank account is in the wrong currency or country format. | Canadian businesses: Ask for Canadian account details. U.S. businesses: Ask for U.S. account info. | ✖ No |
| Incorrect Account Info | The account details don’t match the bank’s records or don't exist. | Double-check the info in Rotessa. Ask your customer for a void cheque to confirm account details. | ✖ No |
| No Confirmation/Pre-Notice | The customer expected a withdrawal notification and didn’t receive one. | Reach out to your customer to confirm your agreed-upon notice period, then reschedule accordingly. | ✖ No |
| No Debit Allowed | The account has a restriction that prevents debits. | Request updated banking info from your customer and update it in Rotessa. | ✖ No |
| Payment Stopped/Recalled | The customer stopped the payment or recalled it through their bank. | Contact your customer to find out why they stopped the payment. | ✔ Yes |
| Payor/Payee Deceased | The customer has passed away, ending the PAD agreement. | Cancel all future scheduled payments for this customer in Rotessa. | ✖ No |
How to Find a Declined Transaction
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Go to the Customers tab in Rotessa.
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Select the customer whose payment was declined.
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View the Transaction History tab.
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Click on the declined transaction to see the decline reason and date.
Need Help?
If you're unsure what to do next, feel free to contact our support team — we're happy to help you figure out the next best step.