There are instances where Rapyd is unable to detect your customer's payment, even though they've completed it on their end. But don't worry, we're here to help you out!
What do I need to collect from my customer?
All you need to collect is your customer's proof of payment. It's usually a screenshot of their completed transfer, which must show the amount paid as well as the transaction ID.
Here's a sample of a proof of payment screenshot:
Where do I send this info?
You can reach out to us at [email protected] or through the chatbot. Along with the order ID, please forward the screenshot your customer provided. Kindly use the subject "Please approve [Order ID]" in your email.
What should I expect after sending the screenshot to support?
The support team will forward the information to Rapyd, so it can be marked as paid. This process can take up to 3 business days, but rest assured, as long as your customer's payment is legitimate, it will go through, and it will be included in your upcoming payouts.
If the order's fulfillment date is close and the order hasn't been marked as paid yet, it's up to you if you'd like to:
Fulfill your customer's order; or
Ask your customer if they're open to rescheduling their order
As soon as the support team receives an email from Rapyd saying the order has been marked as paid, you will be notified via the same email thread where you sent the proof of payment.