Retry or Refund a Failed Payment Status

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If there's a "Failed Payment" status in Homebase Payroll, it often points to an issue with the employee's bank account, which prevents the direct deposit from being completed. The employee is informed about this through a "Failed Payment" email. As a result, they have not received their payment.
 
It's important to address this promptly to ensure the employee is paid as soon as possible. To resolve a failed payment status, you can either Retry a payment by using new direct deposit info, or refund the payment and use an alternative way to pay your employee. In this article, we will walk you through how to retry or refund a failed payment status. 
 

 

Retry a payment 

 
  1.  Under the Payroll Tab, click the payroll summary you would like to view under Payroll runs at the bottom of the screen.
     
    Refund 1.png
     
  2. When viewing a payroll summary, select the Payments tab at the top.
     
    Refund 2.png
     
  3. Select Manage Payments next to the pay status you would like to refund or retry.
     
    Refund 3.png
     
  4. To retry a payment, select Add new direct deposit account.
     
    Refund 4.png
     
  5. Add the new direct deposit information.
     
    Refund 7.png
     
  6. If the information is entered correctly, you can select Retry Payment in the bottom right corner. 
 
  • If you have already added a new direct deposit account, there will be an option to Pay via an updated direct deposit account.
 

Refund 8.png

 
 
 

Refund a payment 

 

  1.  Under the Payroll Tab, click the payroll summary you would like to view under Payroll runs at the bottom of the screen.
     
    Refund 1.png
     
  2. When viewing a payroll summary, select the Payments tab at the top.
     
    Refund 2.png
     
  3. Select Manage Payments next to the pay status you would like to refund or retry.
     
    Refund 3.png
     
  4. To refund a payment, select Pay in cash or any other way.
     
    Refund 5.png
     
  5. Confirm your refund in the bottom right corner. 
     
    Refund 6.png
     
  6. You will see the Pay status change from Failed to Refunded. 
 
  • If there are multiple failed payments, you can select Get payments back in the red banner to refund all the payments at once.
     
    Refund 9.png
     

 

  • Be sure to confirm the amounts before you continue with your refund. 
 

Refund 10.png

 
 
 
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