Overview
Occasionally, a customer may claim they made payment, but you do not immediately see the transaction in your dashboard.
This can happen due to processing delays, network issues, or unsuccessful payments.
What to Do First
Follow these steps:
Step 1: Confirm Customer Was Debited
Ask the customer to confirm whether their bank account was actually debited.
Step 2: Request Payment Proof
Ask for:
Payment receipt
Transaction reference
Screenshot of debit alert
Step 3: Refresh Your Dashboard
Log out and back in or refresh your page.
Step 4: Wait a Few Minutes
Some payments may take a short time to update.
If the Issue Persists
Contact support and provide:
Customer name
Amount paid
Date and time
Screenshot or transaction reference
Do not fulfill the order until payment status shows Successful.
Important Reminder
Always rely on your TELA dashboard for confirmation, not just customer claims.