My customer says they paid, but the payment isn’t Paid
Short answer
They may still be on the bank’s page or at its 3-D Secure step, and we keep checking with the bank by ourselves. Do not deliver what you sold until the payment says Paid.In this article
Check these first
Open the payment under Payments, and read its status.
It says Processing or Authenticating
The bank has not finished, or your customer has not finished its 3-D Secure step. Wait. We keep checking with the bank, so the status changes by itself even if the customer closed their browser. In Test mode it can take longer.
It says Incomplete
Nothing has been paid. The page may say why: The last attempt was refused means their bank said no, and The last attempt did not complete means they did not finish. They can try again.
There is no payment
Check you are in the right mode, and that you are looking at your own link or invoice. Ask them for a screenshot of what they saw.
They can see a charge on their statement
A pending amount can appear on a statement for a payment that did not finish, and their bank drops it later. It is not the same as you being paid. Their bank can tell them more.
A customer’s word is not a payment
We only mark a payment Paid once the bank itself confirms the money. A screenshot of a success page can be faked, so go by what your dashboard says.