Reconcile ACH Returns using the Vantiv eCheck Return Report
Use the Vantiv (Worldpay) eCheck Return CSV report to automatically reconcile returned ACH payments in Zuora, providing faster visibility into returns, clear NACHA return reasons, and earlier collections actions.
When a bank returns an ACH payment, Vantiv (Worldpay) generates an eCheck Return CSV report that lists each returned transaction and the NACHA return reason.
Zuora can download these reports from Vantiv and use them to update matching ACH payments in Zuora, so you can see returned payments and their bank‑supplied reasons much earlier than with standard daily settlement reconciliation.
This feature is disabled by default and requires configuration at both the tenant and gateway levels.
This enhancement offers the following benefits:
Faster return visibility: ACH returns are reflected in Zuora within hours of Vantiv publishing the eCheck Return report, instead of only after daily settlement reports are available.
Clear return reasons: Zuora stores the NACHA return code (for example, R01, R02) and reason description directly on the payment so your billing and collections teams can see exactly why the bank rejected the debit.
Earlier collections and dunning: Because returned payments move to an Error state earlier, you can start dunning, refunds, or service adjustments sooner, reducing revenue leakage and improving cash‑flow visibility.
Safer auto‑pay: If your tenant is configured to turn off auto‑pay when a payment is rejected or reversed, auto‑pay on the account is turned off when a returned ACH payment is reconciled.
How this feature works
Hourly file sync from Vantiv
Zuora runs an hourly job that connects to your configured Vantiv SFTP endpoint.
The job scans the configured report folder and downloads new eCheck Return CSV files (and, if enabled, eCheck NOC Update files).
Only files whose filenames contain today's date in PST are processed; files from other dates are skipped to avoid reprocessing old reports.
Notice of Change (NOC) updates for ACH payment methods
If enabled, Zuora also processes the Vantiv eCheck NOC Update report during the same hourly file sync used for ACH return reconciliation.
When Vantiv provides corrected ACH account details in the NOC report, Zuora updates the matching ACH payment method so future ACH processing can use the corrected values.
Zuora supports the following updates from the Vantiv eCheck NOC Update report:
Account number
Routing number
Account holder name
Zuora does not update the ACH account type from the Vantiv eCheck NOC Update report.
Before Zuora applies a change, the original value in the NOC report must match the current value on the ACH payment method. If the values do not match, Zuora skips the update for that field to avoid overwriting newer data.
Zuora skips NOC updates for payment methods that are closed, scrubbed, or not ACH payment methods.
Each processed NOC event is logged so that the update outcome can be reviewed later for audit and troubleshooting purposes.
Because NOC files contain sensitive ACH account information, Zuora stores these files in encrypted form.
Matching report rows to payments
For each row in the eCheck Return report, Zuora:
Uses the Worldpay Payment ID from the CSV to find the matching payment in Zuora (gateway reference ID).
Reads the Chargeback amount, Reason Code, Reason Description, and Date Issued fields to determine the return amount, NACHA code, description, and event date.
If the Worldpay Payment ID is blank or null, Zuora cannot match the row to a payment. Those rows are skipped and do not update any payments in Zuora.
If the payment is Pending
Gateway information:
- Gateway state updated to indicate the payment failed to settle.
- Gateway result code set to the NACHA return code (Reason Code from the report).
- Gateway result message set to the Reason Description from the report.
- Event date set from the Date Issued field; if parsing fails, Zuora uses the current time.
- Invoice application and metrics:
- Any amounts applied to invoices are unapplied, and invoice/payment metrics are adjusted.
- Payment method health:
- Failure counters (for example, consecutive failure count, last failed sale date) are incremented.
- The last transaction is marked as Declined.
If the payment is already settled
- Zuora creates a refund against the settled payment to represent the bank return, instead of moving the settled payment to Error.
- Use the earlier Error state and recorded NACHA codes in your dunning or collections workflows to contact customers or adjust service sooner.
- If your tenant is configured to turn off auto‑pay when payments are rejected or reversed, auto‑pay is turned off when a returned payment is reconciled by this feature.