My customer says they have completed the payment, but the status hasn’t changed to completed. Why is that?

Created by Santiago Linder, Modified on Thu, 16 Jun 2022 at 06:40 PM by Isaac Harper

If an expected payment hasn’t arrived, please first check the merchant portal to view the payment status. The available statuses are:

 

  • Pending: This means the payment hasn’t yet been made by your customer

  • Completed: The payment should have arrived with you

  • Rejected: Either the customer has rejected the payment request, or the bank has

 

If the payment has been rejected or shows as completed but you have not received the funds, please get in touch with us here and we’ll investigate the issue.

 

Sometimes, your customer may authorise the payment but it displays as pending for a while and the funds haven’t hit your account. While faster payments should only take seconds, payments can take longer on rare occasions but must arrive by the end of the following business day.

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