Payment issues with POS accounts can arise for various reasons, such as payments sent to deactivated accounts or transactions that do not appear in your transaction history. This guide explains the common scenarios and the steps you can take to resolve them.
Overview of Payment Issues
Payment issues with POS accounts typically fall into two categories:
Payments sent to a deactivated POS account.
Payments that do not appear in your POS account.
Each scenario requires different steps to trace and resolve the issue.
Payments Sent to a Deactivated POS Account
Virtual POS
If a Virtual POS account has been deactivated, a Post No Credit (PNC) restriction is usually placed on the account. This restriction prevents funds from being sent to the account.
Because of this, transactions typically will not go through once the account has been deactivated.
Physical POS
For Physical POS accounts, there are rare cases where a payment may still go through after the POS has been delinked. If this occurs:
The customer may contact support directly or through a sales representative.
The transaction will be reviewed internally.
Once confirmed, the funds may be manually credited to the customer's main account.
If the transaction failed and the sender was debited, the sender may also need to contact their bank to recall the transaction.
Payments That Do Not Appear in Your POS Account
If a payment was successful but does not appear in your POS transaction history, follow these steps:
1. Check Your Account Statement
Sometimes transactions may not immediately appear in the POS transaction history. First, check your account statement to confirm whether the transaction has been received.
2. Check for Pending Settlement
If the transaction is not visible in both the transaction history and account statement, it may be due to a pending settlement.
In such cases, the transaction will be reviewed internally, and once confirmed, the amount may be manually credited to your account.
3. Request the Session ID
Ask the sender to provide the session ID for the transaction. This unique identifier helps the support team trace the payment.
4. Contact Support
Share the session ID and transaction details with support so the payment can be investigated.
Importance of Session IDs in Payment Resolution
Session IDs are unique identifiers assigned to each transaction. They help banks and payment providers trace payments and investigate issues quickly. Always request the session ID from the sender when reporting missing transactions.
Conclusion
Payment issues with POS accounts may occur due to deactivated accounts, pending settlements, or transaction visibility delays. By checking your account statement, requesting the session ID, and contacting support when necessary, these issues can be investigated and resolved efficiently.