Core | ACH Start Guide to ensure ACH payments are enabled in your Core account.
Verifying Bank Accounts in PushPress (ACH)
Members can verify their bank accounts using three methods: Automatic Verification, Manual Verification, or directly through the Member App. While the process is straightforward, some banks, such as Wells Fargo and Bank of America, may require manual entry due to compatibility issues with the automatic verification system.
Verification Methods
Automatic Verification (Recommended for Compatible Banks)
Members log in to their banking institution through Plaid.
Bank details are linked to PushPress and transactions are authorized immediately.
If the plan is added via the control panel, a text with verification instructions is sent to the member.
Note: Not all banks, including Wells Fargo and Bank of America, support this method.
Manual Verification (For Non-Plaid-Compatible Banks)
Members manually enter their routing number and account number.
The transaction remains pending until verification is complete:
Within 48 hours, the member receives two small deposits in their bank account.
An email with a link to verify the deposit amounts is sent.
Alternatively, staff can verify the account using the deposit amounts.
Once verified, the transaction is charged and closed.
Member App Verification
Members can update their banking information directly in the app.
Go to the Home Screen and tap the Gear icon (Settings).
Select Payments > Add.
Select Bank Account to start the automatic verification process.
Note: Wells Fargo and Bank of America users will need to use manual verification since the Member App process will not work for them.
Updating Bank Accounts
Staff Member Process (from Core):
Go to the member’s profile and select "Request new bank account".
Choose one of two options:
Instant: Sends an email or text to the member with instructions to authorize the new account.
Manual: Manually enter the member’s bank and routing numbers, then wait for the member to verify the two small deposits within 48 hours.
Member App Process:
From the Home Screen, select the Gear icon (Settings).
Go to Payments and follow the same process as above for verification.
Key Notes:
Automatic verification is quick but limited to compatible banks.
Manual verification requires members to confirm micro-deposit amounts within 48 hours.
Staff can assist with account updates via the control panel.
Encourage members to update their banking details promptly to avoid transaction delays.
Payment/Transaction Failures:
When an ACH (Automated Clearing House) transaction fails due to non-sufficient funds (NSF), the subsequent actions depend on whether the member has a credit card on file:
NSF Fee with Credit Card Backup: If the member has a credit card on file, the system will charge the NSF fee and the original transaction amount to that credit card.
NSF Fee without Credit Card Backup: If no credit card is available, the NSF fee is added to the original invoice, which remains open. Payment must be manually re-attempted.
Additional Notes:
Stripe Fees: Stripe charges $4 for NSF transactions and $15 for disputes, automatically deducted from your Stripe account. You can configure your system settings to pass these fees on to the customer.
Setting NSF Fees: To adjust the NSF fees passed to customers, navigate to your ACH settings in the PushPress dashboard by selecting Apps, then selecting ACH, then ACH Configuration. This allows you to manage the financial impact of failed transactions effectively.
Process a Refund:
ACH refunds differ from credit card refunds in processing time and conditions. Here’s what you need to know:
Key Differences for ACH Refunds:
Processing Time:
ACH refunds take 4–5 business days to process.
Timing Restrictions:
Refunds must be initiated within 90 days of the original payment.
Refund After Payment Completion:
Refunds can only be processed after the original payment has fully completed.
Best Practices for ACH Refunds:
Refund Previous Invoices:
When possible, refund a prior invoice to ensure customers don’t have to wait for the refund to process. Inform the customer about this to build trust and maintain satisfaction.
Steps to Issue an ACH Refund:
Locate the Transaction Receipt:
Go to the member’s transaction detail history or the Details tab of the Financial Report to find the specific transaction.
Initiate the Refund:
On the transaction receipt page, click the ‘Refund’ button.
Adjust Refund Amount (if necessary):
In the modal that appears, either:
Leave the full amount for a complete refund, or
Enter a lesser amount for a partial refund.
Confirm Refund: Click ‘Confirm’ to finalize the refund.
Communication Tip:
Proactively inform customers about the refund timeline and process. If refunding a different invoice for speed, clearly explain why this benefits them to maintain trust and satisfaction.
Help
If you would like more information or need further assistance, please use our HELP DOCs, just like this one or reach out through intercom, the little blue box in your CORE account or email us at support@pushpress.com. Our team is here to help.
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