ACH Return Code R11 Meaning

Quick Definition (Simple Version)

R11 = The customer DID authorize the payment, but says the debit was wrong.

This could mean:

• Wrong amount

• Charged too early or too late

• Charged too many times

• Subscription should have been canceled

Unlike R10 (unauthorized), R11 means the payment itself was allowed, but the details were incorrect.

Real-Life Examples of R11

Example 1: Wrong Subscription Amount

Customer agreed to $20/month.
Company charged $35.

Customer disputes → R11

Example 2: Charged After Cancellation

Customer cancels on May 5.
Company still debits on May 10.

Customer disputes → R11

Example 3: Duplicate Debit

Customer supposed to be charged once.
System charges twice.

Customer disputes second charge → R11

Return Time Limit for R11

Customers generally have up to 60 days to report an incorrect ACH debit.

Because authorization exists, banks still allow a long dispute window.

How Businesses Should Handle R11

✔ Step 1 — Review Billing Records

Check:

• Authorization form

• Subscription status

• Charge amount

• Billing date

Find what went wrong.

✔ Step 2 — Fix the Billing Error

If mistake is yours:

• Refund remaining balance if needed

• Correct subscription system

• Send confirmation to customer

✔ Step 3 — Only Retry If Corrected

You may retry the debit only after fixing the issue.

Never retry the same incorrect amount.

✔ Step 4 — Improve Customer Communication

Send:

• Upcoming billing reminders

• Renewal notices

• Cancellation confirmations

Many R11 returns happen because customers feel surprised.

Why Payment Processors Watch R11 Rates

Too many R11 returns signal:

• Poor billing controls

• Subscription confusion

• Weak cancellation systems

High R11 levels can trigger:

• Processor warnings

• Compliance reviews

• Reserve requirements

Fast Prevention Checklist

Use this before every ACH billing cycle:

✅ Confirm subscription still active
✅ Verify correct amount
✅ Send reminder before charging
✅ Show recognizable company name
✅ Provide easy cancellation link

Businesses that follow these steps rarely see R11 disputes.

Bottom Line

ACH return code R11 means the customer approved the debit but claims the transaction was processed incorrectly.

It is usually a billing mistake, not fraud.

Fix the error, communicate clearly, and improve billing reminders to prevent future returns.