Retrying failed payouts
Last updated: August 27, 2021
Failed payouts can be caused by a variety of reasons, but some of the more common reasons include:
- The company hasn’t completed their Payment Setup Checklist
- The company’s bank account has been inactivated or changed
- The company’s bank account type is a savings account or other non-checking account
If the cause for the failed payout has been addressed (for example, the company has finished completing their payment setup), FareHarbor Super Admins can attempt to re-initiate the payout from the Payouts report.
Important: It costs money to retry a payout. Make sure the cause of the initial payout failure has been addressed before retrying. If you’re not sure whether to retry, check with your manager.
To retry a payout from a company’s Dashboard:
- Navigate to Reports > Payouts & Refunds.
- Generate the report for the preferred date range.
- Find the payout and click on the Payout ID to view its details.
- From the toolbar, Open the Retry payout menu and click the Retry payout button.
- Slack the Payment Operations Team in the #payment_operations channel and let them know you reattempted the failed payout so they can update their records.
You should see a “Payout initiated” notification at the bottom of the screen. This doesn’t mean that the payout itself has gone through yet, only that it has been re-initiated. You can track the status of the payout in the Deposit status column.
Best practices
- If you’re not sure whether to retry a payout, first check with the Payment Operations Team.
- Do not retry payouts if the Payment Setup Checklist is not complete.
- If the company has previously received payouts, think about what might have changed in their Dashboard. Is everything set up correctly? If a reason can’t be identified, we may have to look in Stripe. If so, contact the Payment Operations Team for help. Learn more about payouts