Stopping, Reissuing and Returned Payments

Audience: Management Companies 

Sometimes a payment needs to be stopped, sent again, or recovered: the invoice was paid twice, the wrong vendor was selected, a check went missing, or a payment failed or came back from the bank. This article explains what can still be stopped, how to stop it yourself or through support, what to do in Vantaca afterwards so your books stay in balance, and how failed and returned payments are reissued.

For what the statuses and XN notes mean, see Understanding Payments: Statuses, Notes and Payment Methods. For where things are on screen, see Vantaca Vendor MC Dashboard Guide.

In this article

• Do I want a refund or a replacement?
• Can the payment still be stopped?
• How do I cancel a payment myself in Transaction Monitor?
• How do I ask support to stop or reissue a payment?
• What do I do in Vantaca after a refund?
• The check shows delivered, but the vendor doesn't have it
• A check was lost, stolen or sent to the wrong address
• Where does a reissued check get mailed?
• Owner refund checks and homeowner vendors
• A payment failed. What now?
• A payment was returned. What now?
• Common ACH return codes
• Tell the vendor not to deposit a stopped check
• We cancelled a virtual card. Do we resubmit the XN?
• FAQ
• Related articles
• Need more help?

Do I want a refund or a replacement?

Decide this first. You can have one or the other, not both:

• Refund (return funds): the payment is stopped and the money goes back to the association's bank account. Once a refund has started, the payment can no longer be reissued from those funds. If the vendor is still owed, you pay them again from Vantaca with a new invoice (see "What do I do in Vantaca after a refund?").
• Replacement (reissue): the original payment is stopped and a new one is issued to the vendor from the same funds. No money returns to the association.

Tell us which one you want whenever you contact support.

Can the payment still be stopped?

There is no fixed cut-off in hours and no grace period. A payment can be stopped until the money actually goes out to the vendor, and that point depends on the method:

Two things to keep in mind:

• Voiding or cancelling the invoice in Vantaca does not stop the payment. Vantaca Vendor has to be told directly (through Cancel in Transaction Monitor or by emailing support), or the payment still goes out.
• A stop does not intercept the envelope. For a check, the bank simply refuses it when it's presented; the physical check stays in the mail.

Because the window closes when the payout is released, act as soon as you know a payment shouldn't go out.

How do I cancel a payment myself in Transaction Monitor?

If self-serve cancellation is enabled for your management company, you can cancel standard ACH and check payments directly:

1. Open Transaction Monitor in the MC Dashboard and find the payment (search by vendor name, association or XN).
2. Open the payment and click Cancel.
3. Confirm. The status changes to Cancellation In Process while the funds are on their way back, then Cancelled or Returned once complete.

Funds are returned to the association's bank account the next business day. If nothing had left the account yet, you'll see a message that the payment was cancelled before any money moved.

If Cancel is refused, the message tells you why:

If you don't see a Cancel option at all, self-serve cancellation isn't enabled for your company. Email support to request it, or to have the payment cancelled for you. Self-serve Cancel always gives a refund; for a replacement, email support.

How do I ask support to stop or reissue a payment?

Email support.vendor@vantaca.com with:

• the XN (action item number) of the payment; for several payments, list every XN,
• the check number, if you know it,
• the reason (duplicate, paid another way, wrong vendor, lost, stolen, wrong address, etc.),
• whether you want a refund or a replacement (not both), and
• for a replacement, confirmation that the address or banking on file is now correct (see "Where does a reissued check get mailed?"), and whether you want a check or ACH.

Refunds started by support go through an internal approval step before the money moves, so allow a few business days and confirm the credit on the association's bank statement rather than assuming it has landed. We post a note on the XN in Vantaca ("Returning funds to the association bank") when the funds are on their way back.

The vendor is not notified automatically when a payment is stopped. Please let them know, especially if they are holding a check.

What do I do in Vantaca after a refund?

The refund returns money to the association's bank account, but the invoice in Vantaca will still show as paid, and the Paid Invoice (API) step isn't changed by a refund. Do not void the invoice in Vantaca. Voiding after the payment has already been processed puts the association's financials out of balance. Instead, once the refund has landed:

1. Add a note to the original invoice explaining that the payment was stopped and the funds refunded, including the date.
2. Post the refund under Reconciliation > Post Deposit, crediting the same GL account used on the original invoice, so the expense and the refund offset each other.
3. If the vendor still needs to be paid, create a new invoice that references the original XN. It goes through Vantaca Vendor as a new payment.
4. Remove the original invoice from Vendors > 1099 Balances so the stopped payment isn't reported as income to the vendor.
5. Tell the vendor not to deposit the original check, if there was one (see below).

These steps apply to refunds you requested. For a payment that failed or was returned by the bank, the process is different; see "A payment was returned. What now?"

The check shows delivered, but the vendor doesn't have it

"Delivered" is a USPS scan, recorded when the mail piece reached its final delivery point. It doesn't confirm that anyone at the vendor's office opened it. Checks can sit in a mailroom, be routed to the wrong department, or be delivered to a neighbouring suite. The cities and ZIP codes in earlier tracking updates are USPS sort facilities, not the vendor's address, so don't be alarmed if they look unrelated.

Step 1: Has the check been cashed? This decides what can be done.

• In Transaction Monitor, a check shows In Process until the vendor deposits it, then Deposited. It never shows Completed.
  • In Process = not yet deposited. It can still be stopped and reissued or refunded.
  • Deposited = the vendor (or someone) has cashed it. It can't be stopped. If the vendor says they didn't deposit it, contact support with the XN right away.
• On the XN in Vantaca, a "Check #N deposited by vendor" note (with check images) is posted when the check clears.
• To review outstanding checks at once, use the Checks tab in Transaction Monitor or the Stale Payments report on the Reports page. A check delivered 15 or more days ago and not deposited shows as Not Deposited; at 30 or more days it is Stale. Vendors don't see these labels in their portal. Reach out to the vendor first (they may simply be holding it), then contact support with the XN if it needs to be stopped.

Step 2: Read the XN notes. Look at the "Check #N mailed to [address]" note and compare that address to the vendor's. If it's wrong or incomplete, that's usually the whole story. For every check note and what it means, see Understanding Payments: Statuses, Notes and Payment Methods.

"The notes say the check was stopped, and nobody told us." If USPS reports that a check couldn't be delivered, the check is stopped automatically and the funds start returning to the association. The note "Check #N was stopped. The check could not be delivered…" is posted on the XN, but no email is sent to your company, so this is easy to miss. The vendor will not receive that check. Fix the address (see "Where does a reissued check get mailed?"), then contact support with the XN and ask for the payment to be reissued. Don't re-enter the invoice in Vantaca yourself; this is handled like a returned payment (see "A payment was returned. What now?").

Step 3: Choose an option.

• Reissue the check. If it's still In Process, email support with the XN and check number. Fix the address first.
• Reissue as ACH instead. If the vendor has onboarded and has approved banking, support can stop the check and send the payment electronically, avoiding the mail entirely. If the vendor hasn't onboarded, encourage them to activate their account and add banking so future payments go by ACH (see Managing Vendors: Enrollment, Invitations and Vendor Details).
• Return the funds to the association instead (a refund; see above).

A reissue creates a second check number under the same XN. The first check is stopped and the second is paid from the same funds; only the newest check is valid. The note "Check #N was stopped by admin and queued for resend" confirms the first one is dead.

What the vendor should look for on the check. Vendors sometimes search for a check from "Vantaca" and don't find it. What's printed:

• Payer: the association's name, not Vantaca or your management company.
• Payee: the vendor's name, limited to 35 characters, so a long business name will be cut short.
• Memo: Acct#[account]; Invoice#[invoice]; XN#[XN].
• Check number: the bank's check number, which won't match a Vantaca check register unless your company has opted to use Vantaca numbering.
• Signature: checks are drawn on Vantaca Vendor's bank; an MC or association signature appears only if your company has opted in on the Check Signatures page.

The check may also carry a QR code inviting the vendor to activate their Vantaca Vendor account.

A check was lost, stolen or sent to the wrong address

1. Check whether it has been deposited (see Step 1 above). A deposited check can't be stopped; contact support with the XN if the vendor says they didn't deposit it.
2. Decide: refund or replacement.
3. For a refund: use Cancel in Transaction Monitor if it's enabled, or email support.
4. For a replacement: fix the address first (next section), then email support with the XN, check number, what happened, and "replacement." Ask for ACH instead if the vendor has onboarded and has approved banking.
5. Tell the vendor not to deposit the original if it turns up.

Recurring check problems? If checks keep going missing, getting delayed or sitting undeposited, encourage the vendor to onboard and switch to ACH. Their banking is reviewed by our team, usually within up to 2 business days, and applies to future payments, not to a check already on its way.

Where does a reissued check get mailed?

A reissued check is mailed to the address currently on file. Support can't type in a one-off address from an email.

• Vendor has onboarded to Vantaca Vendor: the check goes to the address on the vendor's own profile. The vendor must correct it in their portal; you can't change it for them.
• Vendor has not onboarded: the check goes to the address on your Vantaca vendor record (or, where your company has that option enabled, the remit address on the invoice). Correct it in Vantaca before asking for the reissue.

Owner refund checks and homeowner vendors

Refund checks to homeowners (rather than to a business vendor) are made out and mailed using the "Address for Refund" note on the action item in Vantaca. If that note is missing or out of date, the check can go to the wrong place. If a homeowner refund doesn't arrive:

• Correct the address in the action item note, then contact support with the XN and ask us to stop the original check and reissue it. We don't attempt to intercept the original.
• If the association would rather keep the credit on the ledger than resend it, ask for a refund instead.

Payees set up as homeowners (including owner refunds) do not receive Vantaca Vendor invitations, payment emails or a QR code on their check. That is by design. If a homeowner or board member does receive one, they're almost always set up in Vantaca under a regular vendor category; correct the category on their Vantaca record (see Managing Vendors: Enrollment, Invitations and Vendor Details).

A payment failed. What now?

A Failed payment couldn't be completed. First find out which side failed: the notes on the XN say whether it was the debit from the association or the credit to the vendor.

The association's debit failed ("ACH debit from association bank failed…"). The vendor was not paid. Common causes:

• insufficient funds in the association's operating account, or the account is closed;
• a debit block on the account ("corporate customer advises not authorized"). The association must ask its bank to authorize Vantaca Vendor as an approved originator;
• a wrong account or routing number on the association's bank account record in Vantaca.

The vendor's banking failed ("ACH credit to vendor failed…"). Usually a closed account or an incorrect account or routing number.

• Have the vendor log in to their portal and confirm or update their banking. Our team reviews banking changes, usually within up to 2 business days; until approved, payments continue to the previously verified details, and the vendor can cancel the pending change.

Either way: failed payments are not retried automatically. Fix the cause, then follow the reissue steps under "A payment was returned. What now?"

A payment was returned. What now?

Returned means the money has come back to the association. That can follow an ACH return from either bank, a stopped check or a cancellation. Returned payments are not retried automatically. The funds are refunded, a note is added to the XN, and, if your company has the option turned on, you receive an "ACH Return Received" email.

To get the vendor paid:

1. Read the note on the XN to see why it was returned (see the return-code table below).
2. Fix the cause.
   • Vendor's bank: ask the vendor to verify their account details with their bank, then update their banking in their portal if anything was wrong (subject to the same review).
   • Association's bank: resolve it with the association (funds, debit block or account details).
3. Ask support to reissue. Email support.vendor@vantaca.com with the XN and what was corrected. Support reissues the payment.
4. Don't re-enter the invoice in Vantaca yourself. That can pay the vendor twice.
5. Once support has reissued the payment, record the returned funds in Vantaca: post the returned funds under Reconciliation > Post Deposit, crediting the same GL account used on the original invoice, and remove the original invoice from Vendors > 1099 Balances. Don't void the original invoice. If the returned payment was a check, tell the vendor not to deposit the original.

Common ACH return codes

Tell the vendor not to deposit a stopped check

Whenever a check is stopped (refund, replacement, undeliverable or returned), let the vendor know right away. The original check is no longer valid. If they deposit it, the bank will refuse it and the vendor will typically be charged a returned-item fee by their own bank. If a replacement was issued, only the newest check number is good.

We cancelled a virtual card. Do we resubmit the XN?

No. Never resubmit the original XN. Resubmitting it withdraws the money from the association a second time.

Wait until support confirms which option was used:

• Reissued to the vendor by check or ACH: the vendor is being paid from the original funds. Nothing to do in Vantaca.
• Returned to the association: follow "What do I do in Vantaca after a refund?" and, if the vendor is still owed, pay with a new invoice.

FAQ

The invoice still says "Paid Invoice (API)" after the stop. Is that wrong?
No. That step is set when the payment is first processed and isn't changed by a later refund. Follow the Vantaca steps after a refund rather than voiding.

I paid the vendor a duplicate. Which one do I stop?
Either can be stopped if it's still in time, but check Transaction Monitor first: if one has already been deposited or sent, stop the other. Include both XNs when you email support.

I want to cut an in-house check instead. Same process?
Yes. Request a refund (not a replacement), wait for the credit to land, then pay the vendor from Vantaca as usual, referencing the original XN on the new invoice.

Can I cancel a payment that shows "In Process"?
Often, yes. For a check, In Process means it hasn't been deposited yet. For an ACH, it depends on whether the transfer has been released. Try Cancel in Transaction Monitor, or email support with the XN.

Tracking has said "delivered" for two weeks. Should I wait?
Confirm with the vendor that they've checked their mailroom and any alternate addresses. If it's still missing, don't wait: the check can be stopped at any time before it's deposited, so ask for a replacement.

Can you intercept the check in the mail?
No. A stop tells the bank to refuse the check when it's presented; the envelope isn't recalled.

We have many outstanding checks for one vendor. Can they all be reissued at once?
Yes. Send one email listing every XN and check number, confirm the correct address, and say whether you want checks or (if the vendor has approved banking) ACH.

The vendor deposited the check but says the bank rejected it.
Contact support with the XN. Failed deposit attempts don't appear in Transaction Monitor, so we'll need to look it up.

Will a returned payment be sent again automatically?
No. Fix the cause, then ask support to reissue with the XN.

Related articles

• Understanding Payments: Statuses, Notes and Payment Methods
• Vantaca Vendor MC Dashboard Guide
• Managing Vendors: Enrollment, Invitations and Vendor Details

Need more help?

Contact Vantaca Vendor support at support.vendor@vantaca.com with the XN (and the check number, for checks).