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Inbound payment exceptions occur when a settled or in-flight payment into a HIFI Virtual Account is disputed, returned, reversed, or recalled. This page covers how each payment method handles these cases and what happens to the affected User and Virtual Account.
ACH Pull is restricted across HIFI by default. A Developer must enter into an additional agreement to enable ACH Pull.

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Exception Handling

When an inbound exception occurs, our compliance team will reach out to your compliance team to coordinate investigation. While an exception is under investigation:
  • The corresponding Virtual Account is temporarily disabled.
  • The associated User may be frozen and unable to create future Transactions.
Both restrictions remain in place until the investigation is completed and finalized.

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Pull Payments (ACH Debit)

Disputes are initiated by the Receiver and processed through the ACH network as returns.

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Common Return Codes

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Timeframes

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Handling

  1. A reversal request is received via our sponsor bank.
  2. Returns are automatically processed by the network, and funds are debited from our account. Client balances may go negative and are covered by reserves.
  3. Compliance team will reach out for additional information.
Risk sits with the client (originator), mitigated via reserves and internal monitoring.

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Push Payments (ACH Credit, Wire, RTP)

Disputes are initiated by the Sender after funds have settled. Credits cannot be automatically reversed.

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Handling

  1. A recall request is received via our sponsor bank.
  2. Compliance team review funds availability and the fraud / error context, and notify your compliance for additional information.
  3. Decision:
    • Funds available → return processed.
    • Funds unavailable → denied.
Risk sits with the sender. Coordination with HIFI compliance team to arrange return if funds are still available.

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Getting Help

  • 📧 Email: support@hifi.com
  • 💬 Slack: Message us in our shared Slack channel