If you are attempting to process a payment and the “Warranty Status” displays as NOT INDEMNIFIED, this indicates that the payment cannot currently be covered under PaymentWorks’ warranty program. Below, we outline the potential reasons for this status and the steps you should take to resolve the issue.
Why Is the Warranty Status “Not Indemnified”?
There are two primary reasons why a payment request may show this status:
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Bank Account Not Verified
- The bank account has not been successfully verified, which may indicate that the payment is considered risky.
- This will prompt the Fraud Operations team to perform additional outreach to the vendor to reattempt verification.
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Bank Account Status: Unknown
- This status indicates that the Bank Account Number, ABA Routing Number, or token entered is not recognized in the PaymentWorks platform.
- Any discrepancy in these numbers, including small formatting differences (e.g., a missing or extra preceding zero in the Bank Account Number), will cause the payment to show as NOT INDEMNIFIED.
Steps to Troubleshoot
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Verify Account Details
- Ensure that the Bank Account Number and ABA Routing Number in the Payment Request match exactly with the information verified during the New Vendor Registration process.
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Reach Out to PaymentWorks Support
- If the account details are verified and still show as NOT INDEMNIFIED, contact PaymentWorks Support to investigate further.
Submitting a Ticket to PaymentWorks Support
When filing a ticket, be sure to include the following details to expedite resolution:
- A Screenshot: Provide a screenshot that shows the full line of the payment, including Payee Name, Amount, and the Warranty Status.
- Vendor Request ID: Include the Request ID associated with the vendor.
- Description of Steps Taken: Provide a complete description of the actions you’ve taken to verify the information and any specific questions you need addressed.
These steps will help ensure a prompt and thorough resolution to your issue.