If an end-user raises an inquiry about a missing payment, there are steps you can take as a merchant to help clarify the status of the payment.
Steps to follow:
- Navigate to the “Crypto Payments” section on BVNK Portal.
- Locate the relevant payment request using the “Search by reference” search bar and confirm its status.
- Click on the payment to expand it. A side panel will appear on the right, displaying the payment details
- Select the “Details” tab and review the “Paid” field.
In this example, the value is 0, which indicates that the payment request has not been paid.
Providing investigation details to the end-user
If an end-user requires confirmation that a payment was not received, you can share a link to the relevant public blockchain.
To do this, follow the steps below:
- Click View “Full Payload” to display the payments payload details
- Copy the address value from the “payInInstruction” object.
- Paste the wallet address into a blockchain explorer, such as Etherscan (for Ethereum).
- Share the resulting wallet page link with the end-user. You may also include screenshots for additional clarity.