Summary: When scanning checks in Admin Batch Giving, you may occasionally see a check get rejected. This guide explains the difference between the "Error" and "Failed" statuses and provides actionable next steps so you know exactly when to rescan a check and when to stop and contact the donor.
Understanding Rejection Statuses
When the platform detects an issue with a scanned check, it will categorize the rejection into one of two distinct statuses. It is important to look closely at the status so you know exactly how to handle the physical check.
1. Status: Error
What it means: An "Error" status indicates that a temporary or transient issue occurred while the system was trying to read or process the check image. This is usually caused by a physical scanning issue, such as a blurry scan, a smudge on the check, or a brief communication glitch with the scanner.
Action Required: You may attempt to rescan the check. * Next Steps: Place the physical check back into your Panini scanner, ensure it is facing the correct direction, and run it through again.
2. Status: Failed
What it means: A "Failed" status indicates a permanent transaction failure from the banking institution. This typically happens when the associated bank account is closed, blocked, or has insufficient funds to complete the transaction.
Action Required: Do not attempt to rescan this check. * Next Steps: Re-scanning a "Failed" check will not fix the issue, and the payment will simply be rejected again. Instead, set the physical check aside and reach out to the donor directly to let them know the transaction could not be processed and to arrange an alternative payment method.
Troubleshooting & FAQs
Why was I able to rescan failed checks in the past? Historically, the system grouped all rejected checks together, which led to confusion and unnecessary rescanning. We have updated the platform to cleanly differentiate between a temporary "Error" (which can be fixed with a rescan) and a permanent "Failure" (which requires donor follow-up).
What if a check keeps showing an "Error" status after multiple rescans? If a check repeatedly throws an error even after ensuring it is facing the correct direction and the image looks clear, there may be a deeper issue with the physical check's MICR line. You may need to bypass the scanner and add it to your batch via the Add Manual Entry button instead.