In the US, customers are able to claim (chargeback) payments collected from their account through the ACH Direct Debit scheme by making a claim for reimbursement with their financial institution.
A customer can make a claim to their bank for reimbursement under the following conditions:
- The payment details were submitted under a corporate account, rather than a consumer account; or
- The consumer revoked the Debit authorisation; or
- The consumer believes the transaction was fraudulent or improper; or
- A corporate account has not been authorised correctly
The customer process
The general customer claim process is as follows:
1. Customer contacts their bank to [re]claim a transaction. Depending on whom the customer banks with, they may need to complete a signed form or affidavit within their bank branch.
2. Customer requests reimbursement from within their bank branch (this is dependent on whom the customer banks with), and provides details on the transaction and the reason for submitting a claim.
3. The claim is reviewed by the bank and the funds restored to their bank account.
This will then appear as a negative amount against the respective merchant's GoCardless account and balanced out against subsequent collected payments.
Claim time limit
Within ACH, the timeframe within which Direct Debit payments can be claimed back are:
- 2 banking days for a business account
- 60 calendar days for a consumer, as outlined under NACHA (National Automated Clearing House Association)