If you suspect that a customer will dispute their ACH payment, what is the best practice?

The best practice in this scenario is to take no action and wait for the ACH dispute. This approach allows the proper dispute resolution process to take place as per the guidelines set by ACH and financial institutions. When a payment is disputed, the customer will follow the official channels to raise the dispute, and the payment processor will handle the situation according to established protocols.

Taking no action does not imply neglect; instead, it reflects a strategic approach to disputes. By allowing the established process to unfold, the dispute can be managed professionally and in accordance with regulatory standards. This is critical because it ensures that all parties maintain their rights and responsibilities during the dispute period.

In contrast, immediately refunding the payment might not be appropriate since it doesn't address the potential underlying issue and could lead to confusion or further disputes. Contacting the customer for clarification could be helpful, but it may not provide a clear resolution since the customer may still choose to dispute the payment independently. Disabling the customer's account could negatively impact the customer relationship without knowing the full circumstances of the dispute.