Customer Advises Entry Not in Accordance with the Terms of the Authorization
The transaction details don't match what the customer originally authorized.
What Causes ACH Return Code R11?
The R11 ACH return code means "Customer Advises Entry Not in Accordance with the Terms of the Authorization" and indicates that while a valid business relationship and authorization exist, the specific transaction doesn't match the agreed-upon terms. This could involve incorrect amounts, wrong timing, improper source documents, or other discrepancies between what was authorized and what was actually processed.
R11 was repurposed by NACHA in 2020 from its original meaning of "Check Truncation Entry Return." The new definition addresses situations where customers have legitimate concerns about transaction details while maintaining the underlying business relationship. This makes R11 fundamentally different from complete authorization disputes.
Can You Retry R11 Payments?
Yes, you can retry R11 payments after correcting the underlying error, and you don't need to obtain new authorization from the customer. You have 60 days from the original settlement date to correct the discrepancy and resubmit the transaction. The key is identifying and fixing the specific issue that caused the mismatch.
How to respond
An R11 return indicates a correctable error in transaction execution rather than an authorization problem. Focus on identifying the specific discrepancy and correcting it for resubmission.
When receiving payments
- Identify the Specific Discrepancy
Review the transaction details against the original authorization to pinpoint exactly what doesn't match. - Contact Customer for Clarification
Reach out to understand their specific concern and verify the correct authorization terms. - Correct the Error
Fix the identified issue - whether it's amount, timing, frequency, or other transaction details. - Resubmit Within 60 Days
Process the corrected transaction within 60 days of the original settlement date.
When sending payments
An R11 return on vendor payments indicates that transaction details don't match your authorization terms with the vendor. This requires reviewing your payment setup and correcting any discrepancies in amount, timing, or other terms.
- Review the original vendor authorization and payment terms
- Identify what aspect of the transaction didn't match the agreement
- Contact the vendor to clarify the correct payment terms
- Correct the error and reprocess the payment within 60 days
Email template
- From
- [Your Company Name] <[your-email]>
- To
- [Customer Name] <[customer-email]>
- Subject
- Payment Processing Error - Quick Resolution Needed
Hi [Customer Name],
We received notice that your recent payment didn't match the authorization terms we have on file. While we have proper authorization from you, there appears to be a discrepancy in the transaction details.
Could you help us identify what specifically didn't match your expectations? This might be:
- The payment amount
- The timing or frequency
- The billing description
Once we clarify the correct details, we can reprocess your payment accurately. We appreciate your patience as we resolve this quickly.
Thanks,
[Your Company Name]