AlertPay Developers Community

  Hi to Alertpay Comunity,

Last saturday and sunday something strange happened for the first time in one year. 2 of my custumer made their payment without create account on alertpay, just as usual. But strange things, none  of their payments appear on my account. Of course i have been throught all the formality. Did you paid with master card? are you sure the transaction works....ETC

Until yesterday one of them send me a copy of his bank statement and it s true i can see a payment to ALERTPAY.

So now the question is where is the money?????? I can t refund the custumer because i don t have any trace of the payment and i can t send the goods either.

I also have to say that during these days everuthing worked fine for the other custumer, so what s wrong with these 2.

If anybody got the same situation i m really looking forward reading you.

Thanks Folks

Please ask your customers for the transaction reference numbers of their purchases.  Once you have them, please attempt to cross reference them with the transaction reference numbers you have received for payments made to you.

A simple way to do this would be to download use the "Download CSV" function in your "Transaction History" page.

If you are unable to locate the transaction reference numbers provided to you by your customers, please send our Loss Prevention department a support ticket at https://helpdesk.alertpay.com .

Hi THanks for your aswer but the things is there isn t reference number nothing no prove of the payement.  One of custumer may has find out what happened aperently he create an account and then transfer the money on it that may be why i don t have anything.

I will keep in touch to give you some news.

Thanks

Please send our Loss Prevention department a support ticket at https://helpdesk.alertpay.com outlining your issue and we will be more than happy to assist you with your problem.