Description:
ACH returns are one of the most confusing parts of ACH processing, and one of the easiest areas for staff to get wrong. Whether an account holder says “Stop this payment,” “I revoked authorization,” or “This is unauthorized,” your team must quickly determine the correct action, the correct paperwork, and the correct return timeframe under the Nacha Operating Rules.
This practical, scenario-driven webinar breaks down the ACH return process from start to finish, including general returns and extended returns, return timeframes (including the 2 to 60 day windows), and the most commonly used return reason codes. You will walk through real-world examples that clarify when to return an entry, when to stop payment, and when a Written Statement of Unauthorized Debit (WSUD) is required.
By the end of the session, participants will have a stronger understanding of how to process returns confidently, reduce operational errors, and respond to account holder disputes with consistency and compliance.
What You Will Learn
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The rules surrounding stop payments, including consumer vs. non-consumer requirements
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How to determine what the account holder is truly requesting and what questions staff should ask
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When a Stop Payment form is appropriate vs. when a WSUD is required
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The difference between returning an entry as unauthorized, authorization revoked, or stop payment
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Key distinctions between major return reason codes, including R10 vs. R11, and what they mean for RDFIs and ODFIs
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General return timeframes for common scenarios (NSF, account closed, unable to locate account, and stop payment)
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Best practices for handling ACH disputes using clear decision-making steps and documentation
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Multiple scenarios illustrating what to do, when to do it, and how to stay compliant
Who Should Attend
This session is designed for ACH and deposit operations staff, treasury management professionals, and customer service or frontline employees who assist account holders with ACH disputes, stop payments, and unauthorized return situations. It will also benefit compliance, risk management, and audit professionals, as well as banking managers and supervisors who oversee ACH processes and want to ensure their teams are applying the Nacha Operating Rules correctly. Originators and business customers involved in ACH activity, along with aspiring and current Accredited ACH Professionals (AAPs), will also find this training valuable.
Presenters:
Donna Olheiser
Donna K Olheiser, AAP, is the vice president of Education Services and founder of Dynamic Mastership, LLC. She is an enthusiastic and energetic Certified Master Trainer with over 14 years’ experience. She has over 23 years of experience in the financial services industry which includes 9 years’ experience as the education service director at a Regional Payments Association (RPA), where she managed and facilitated the entire education program for nearly 800 financial institution members. Prior to that, Ms. Olheiser spent 14 years in various departments with the Federal Reserve Bank of Minneapolis and also holds the Accredited ACH Professional (AAP) designation (achieved in 2004). Her extensive knowledge, enthusiasm, and passion for transferring payment processing knowledge using the adult learning theory is remarkable and has helped many payment professionals perform daily operational tasks including exception processing while remaining compliant with the NACHA Operating Rules. She uses scenarios and examples to bring the learning home, easy to comprehend and apply to real-life day-to-day ACH
April 15, 2026