Did you know that Worksuite supports your freelancers throughout the entire payment process? Our dedicated Payments Support team ensures your freelancers get paid quickly and seamlessly. In the event of a payment rejection or return, our team provides hands-on support to resolve the issue promptly.
What happens if a freelancer's payment is returned
- When a payment is initiated, the receiving bank uses the information from our Bank Details Form to credit the payment to the freelancer’s personal bank account. If the bank account information doesn’t match, the payment is rejected and returned to Worksuite.
- Upon receiving a notification of a returned payment, our team immediately contacts the freelancer to update their bank information.
- We guide your freelancer step by step through the process of correcting any errors until the funds are successfully deposited into their account. Depending on how quickly the information is updated, we can often reissue the payment as early as the same day!
What you should do
Direct your freelancers to Worksuite. If a freelancer contacts you regarding issues with entering bank details or payments not received as expected, please direct them to contact our Support team by using the Support button on any Worksuite page or by submitting a request through our Help Center.
Frequently asked questions
What happens to the funds we wired for a rejected payment?
When a payment is rejected or returned, the funds are returned to your funding account, and they are used to reissue the payment once the freelancer updates their bank details.
If a payment is rejected, will the invoice status in Worksuite change to Rejected?
No. The invoice will remain in Paid status while Worksuite actively works with the freelancer to ensure the payment is successfully reissued. If the payment cannot be reissued, we will then update the invoice status to Rejected and notify you.
What happens if the payment cannot be reissued to the freelancer?
If a freelancer is unresponsive to our requests for updated bank details and the payment cannot be reissued, we will reject the invoice in Worksuite and notify you of the affected invoice and the total amount of undelivered funds. The funds can be repurposed for future payments and you can deduct the amount from a future pay run funding transfer.