Overview:
While most PayID payments are instant, delays or errors can happen due to bank processing times or incorrect transfers. Here’s how to handle them.
Step-by-Step Troubleshooting:
Ask the customer to double-check:
They entered the correct PayID
They entered the exact amount
They used the correct reference code
Check your Pebl app:
Open Transactions
Look for the payment status (Pending, Made, Received)
Still not showing?
Ask the customer to send a screenshot of their completed bank transfer.
Reach out to Pebl support if needed.
FAQs and Troubleshooting Tips:
What if a customer forgets the reference code?
Typically there isn't always a reference code - the customer can put what they want. In the case that there is a reference code and the customer doesn't enter it, Pebl will still match the payment via the unique PayID provided during checkout.
Can I issue a refund for a PayID payment?
No, PayID refunds need to be done manually and organised between the business and their customer. Refunds aren't possible as Pebl (or any financial institution) cannot tell what bank account the customer made the original PayID payment from.