Question: Why my Virtual Account transaction not been received? or Why Virtual Account Payment Already Completed but Not Reflected on Dashboard
Answer: If you have not received a Virtual Account transaction paid by your end-customer, this transaction may be experiencing technical problems.
Possibility: In this case, there are three possibility
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
3. Issue happen on Bank sender
Case with this root cause mostly happen when end-user/payer using interbank/crossbank transfer. Payment seems successful on Bank sender side but not received by our Bank partner. To avoid this case, always suggest your customer using same bank transfer (BRI account to BRI VA)
SLA: If you encounter this problem, the resolution required is 2 working days (3 working days for Mandiri Virtual Accounts), to ensure that the funds received on Xendit's side or bounce back/return to the sender's account.
Next Step: If you encounter this problem, you can contact via email to firstname.lastname@example.org to convey the problem. During the SLA waiting period, it is recommended to monitor your end-customer bank mutation to ensure whether the funds bounce back/returned to the beneficiary's account.