Sometimes your customers already paid the VA, but the transactions do not appear on your Xendit Dashboard. There are several scenarios that cause this situation:
1. Notifications or callbacks are not sent by our bank partners.
Sometimes our bank partner may have a network error that causing a delay or no notifications/callbacks sent. In this circumstances, it requires our Customer Support to check further the transaction to confirm whether we received the payment or not
2. Incorrect VA Details.
Often times, this happened for inter-bank transfer, when your customers input wrong payment details such as nominal VA. This will cause payment to be rejected and returned to sender's account bank
How to Deal with this issue?
1. Make sure to ask the payment proof from your customers. Here is the example of payment proof:
2. Contact our Customer Support and provide these following information:
- Virtual Account Number
- Date of Transactions
- Payment Proof
3. Our Customer Support will assist you and will inform the final status of the transaction