Returned PayPal payments
3 min
From time to time you might have individual PayPal and/or Venmo payments get returned to your account. This guide walks you through what returned payments look like and what to do about them.
Step-by-step instructions
Locate returned payments in the referral rewards tab
- Navigate to the Payments page in your Roster account.
- Go to the Sent Payments tab.
- Look for entries with a yellow badge in the Payment Status column. These badges might say "Returned" or "Failed."
Understand the reason for the returned payment
Returned payments often occur due to:
- Incorrect PayPal email addresses or Venmo phone numbers entered by ambassadors.
- Typos or the use of accounts not linked to PayPal or Venmo.
Review the affected payment’s details to identify the likely cause.
Update ambassador information or reinitiate contact
- For affected ambassadors:
- Reach out via email using the "Send Email" feature in Roster.
- Explain the issue (e.g., incorrect payment information) and request updated details.
- If needed, guide ambassadors to log in and update their payment information directly in their profile.
Approve and reprocess pending rewards
- Once updated payment information is obtained:
- Go back to the Rewards tab in the Payments section.
- Locate the returned rewards now marked as Pending with an exclamation icon.
- Approve the rewards to reprocess them for the next payment batch.
Understanding other potential payment statuses
- See PayPal payment statuses for a quick breakdown of each possible payment status.
Need help?
For troubleshooting PayPal or Venmo payment issues, refer to our PayPal Troubleshooting Guide. Contact our support team at [email protected] for further assistance.