Why do we require a payment confirmation when investigating a missing payment?

If you are expecting a payment that has not yet arrived in your Payset account, our team may ask you to provide a payment confirmation from the sender.

A complete payment confirmation allows us to identify the payment and investigate its status with our banking partners as quickly as possible.

Without sufficient payment details, we may be unable to locate the transaction or provide meaningful updates.

What Information Should the Payment Confirmation Include?

To investigate a payment, the confirmation should contain as many of the following details as possible:

• Amount
• Currency
• Date the payment was sent
• Sender name
• Recipient name
• Recipient account number or IBAN
• Sender account number or IBAN
• Bank name
• Payment reference
• Transaction reference (such as UETR - Mandatory for SWIFT transactions, MT103, SWIFT reference, or bank reference number)

Screenshots that only show a debit from the sender's account without the above information are often insufficient for investigative purposes.

Why Is This Information Important?

Payments travel through multiple financial institutions before reaching the beneficiary account.

The details listed above help us:

• Confirm that the payment was sent to the correct account.
• Verify the payment amount and currency.
• Identify the transaction within our banking network.
• Escalate the investigation to the appropriate banking partner when required.
• Provide accurate updates regarding the payment status.

Common Examples of Insufficient Proof of Payment

The following are often not enough for a payment investigation:

• A screenshot showing only the amount sent.
• A screenshot showing only a debit from the sender's account.
• A payment receipt without beneficiary details.
• A payment confirmation without a transaction reference.

What Happens If I Cannot Provide a Payment Confirmation?

We will still do our best to assist; however, the investigation may be delayed or limited if we do not have enough information to identify the payment.

Providing a complete payment confirmation at the start of the investigation helps us resolve your enquiry more efficiently.

Tip

When requesting proof of payment from the sender, ask for the official payment confirmation or transaction receipt generated by their bank. These documents usually contain all the information required for an investigation.

Get in touch if you have any questions.