R11

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High-Priority Return Code

This ACH return code was repurposed by NACHA in 2020 and indicates that while authorization exists between you and the customer, the specific transaction doesn't conform to the agreed terms. Unlike authorization disputes, this allows correction and resubmission without obtaining new authorization from the customer.

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Error message: "Customer Advises Entry Not in Accordance with the Terms of the Authorization."

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.

Common Causes

Transaction amount differs from what customer authorized

Payment processed earlier or later than authorized schedule

Incorrect billing frequency (monthly vs. quarterly, etc.)

Source document issues with check-derived transactions (ARC, BOC, POP)

Inadequate notice provided to customer before processing

Key Information

Return timeframe: Up to 60 calendar days

Can be corrected and resubmitted without new authorization

Must fix underlying error within 60 days of original settlement

Relationship and authorization remain valid

Previously known as "Check Truncation Entry Return" before 2020

How to Respond to an R11 Code

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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 Your Customer's Payment Fails

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.

Email Template

Subject: Payment Processing Error - Quick Resolution Needed

Hi [Customer Name],

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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.

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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

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Once we clarify the correct details, we can reprocess your payment accurately. We appreciate your patience as we resolve this quickly.

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Thanks,

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[Your Company Name]

When Your Payment to Vendors Fails

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.