In the event of a problem with an ACH transfer, you can request that Plaid conduct an investigation. Typical reasons to request an investigation include:
- You accidentally submitted an erroneous transfer
- Your end-customer claims that they did not receive funds you sent them
- Your end-customer claims that you made an unauthorized debit from their account
Review the scenarios below, and based on which one aligns closest to your situation, scroll down to the appropriate request type. Please be aware that investigation requests may incur a fee. Contact your Account Manager for any inquiries regarding this fee.
| Scenario | Trace Request | Reversal | Recall |
|---|---|---|---|
| An end-customer is claiming that ACH funds sent to them have not been credited to their bank account. | X | X | |
| An erroneous transaction occurred and requires reversal. | X | X | |
| You suspect a transaction was initiated fraudulently by your end-customer and needs to be recalled. | X |
How do I file a trace request?
If your end customer claims non-receipt of funds, your first step should be to direct them to contact their bank directly to find out where the funds are. If their bank cannot locate the funds, you can contact Plaid to initiate a Trace Request on your behalf.
To initiate this request, file a ticket in the Support Center under the "Payment and Funding" category. Indicate in the dropdown that this is a Trace Request.
Upon receipt of all information needed, Plaid will initiate the request within 2 business days. Once our Banking Partner confirms that the Trace Request has been initiated, we will provide an update. Trace Requests are not required to be responded to within a specific timeframe, but RDFIs generally respond within five business days. If the RDFI is unable to confirm receipt of funds, we recommend proceeding with a Recall Request.
How do I file a recall request?
A debit or credit transaction initiated by an Originator can be recalled through the ACH network. Before requesting a recall, verify that the following requirements are met:
- The original transaction has not been returned.
- The transaction must be for $1,000.00 or more, or the number of transactions must total $1,000.00 or more to the same end-customer bank account.
Typically, a recall should only be requested if the transaction cannot be canceled, refunded or reversed.
To initiate a request for a recall, file a ticket in the Support Center under the "Payment and Funding" category. Indicate in the dropdown that it is a Recall Request.
Once this information is received, Plaid will send you a Recall Form to complete and return to Plaid.
RDFI response times will vary depending on the financial institution. An RDFI is not obligated to comply with Plaid's request to recall funds. It is possible that if they do agree to return the funds, the full amount of the original transaction will no longer be available.
A follow-up on the status of your recall will be provided periodically.
How do I file a reversal request?
If you have accidentally submitted an erroneous transfer, you can ask Plaid to initiate a reversal request on your behalf. A reversal can only be done for erroneous transfers. To qualify, it must meet one of the following criteria:
- Transfer is a duplicate of a transfer that was previously originated.
- Transfer to or from a customer different from the intended customer to be credited or debited.
- Transfer for an amount different from what was intended.
- Debit transfer originated on a date earlier than the customer was intended to be debited, or credit transfer on a date later than the customer was intended to be credited.
The request must be received in time to be processed within five (5) business days of the original transfer settlement date. To initiate this request, file a ticket in the Support Center under the "Payment and Funding" category. Indicate in the dropdown that this is a Reversal Request. Your request must include the following information:
- The reason for the request (choose one from the four criteria listed above)
- The reason the erroneous transfer occurred
Note that by requesting a reversal, you agree to hold Plaid harmless from any losses that result from the reversal request.
If your transfer does not qualify for a reversal, because more than five days have passed or it does not meet one of the four criteria, you can request a recall instead.
If you discover the error before your transfer has been submitted by Plaid to the payment network, you should attempt to cancel the transfer instead.
How do I request a Written Statement of Unauthorized Debit (WSUD)?
In the event that an unauthorized debit return is received within the allowed timeframe, Plaid cannot contest it via the ACH network, but we can help you obtain additional details by requesting a copy of the Written Statement of Unauthorized Debit (WSUD) from the RDFI. This WSUD can then be used as part of your own processes, such as evaluating whether the claim is valid or pursuing other avenues for recouping funds. The WSUD will state who owns the account, why a debit was returned, and the date of the WSUD.
To initiate a request for WSUD, file a ticket in the Support Center under the "Payment and Funding" category and indicate in the dropdown that it is a WSUD request.
The RDFI is obligated to provide Plaid with a copy of the WSUD within 10 business days.