It's important to note that the money may have been deposited into the recipient's account, but they may not have recognized it as coming from you.
In such a situation, please follow the steps below:
Please have the customer reach out to the receiving bank first for verification.
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If the money has not yet been received, ask the recipient to provide the following documents:
- Bank statement from the date the account was created to the present day
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Disbursement receipt (PH: email format; ID: PDF format)
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Once the documents are available, we will assist in further investigation.
Please contact our Merchant Support through Live Chat or email help@xendit.co for customers in Indonesia and help@xendit.ph for customers in the Philippines.