Payroll Support

Bank return policy for Complete Payroll

Article ID: 2000318
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Overview

Intuit wants to communicate our Bank Return policy clearly to our customers in order to avoid reduction, modification or termination of payroll services we provide to you. Please make sure your email address on file with Intuit is up to date.

Assumptions

You have an active Complete Payroll subscription.

Details

Consequences of bank returns

When your bank returns an ACH (Automated Clearing House) debit, essentially refusing a withdrawal request, for direct deposit or taxes, this action negatively affects your payroll service. Failing to prevent this occurrence is also a violation of the payroll service agreement you signed when you started payroll service with Intuit. A strike is applied to your account for each bank return (excluding redebits) that Intuit receives from your financial institution. Strikes are kept on your account for 12 months; they expire one year from the date that we receive the return from your bank.

Depending on the frequency and type of bank returns and on your payroll processing history with Intuit, we may require more information from you and your bank before removing the hold. Intuit notifies customers of all returns received and of any actions needed in order for us to remove the hold and process the payroll.

Conditions for removing a strike on your account

Intuit will remove a strike on your account only if one of the following has occurred:
  • Your bank made an error in returning the debit
  • Intuit made an error in processing your payroll
If you believe Intuit's error caused the situation, contact client services at 888.236.4282 so they can review any possible issues that may have occurred. If the agent determines that there was an error, we will gladly remove the strike on your account and waive the Intuit handling fee.

If your bank's error caused the situation, a bank representative must send a letter to Intuit stating that the bank made a mistake and should not have returned the debit. The letter must be on bank letterhead and should include the following information:
  • Date and amount of the transaction
  • Company legal name
  • Tax ID or company ID with Intuit
  • Explanation for the returned debit
Fax the letter to 775.996.7075 or email it to the following address: SBDRiskManagement@intuit.com

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