Handling payment exceptions
When managing payments, you may come across specific situations that demand your attention to ensure a seamless user experience and effective reconciliation.
Pending Payments
Pending payments are instances where Fintoc cannot provide a definitive status of the payment at the moment. These payments can either succeed or fail at a later time, depending on various factors and your process for handling them might depend on your payment scheme and API version.
Pause internal processes
We strongly advise you to pause any internal processes that may be affected by the payment completion, such as charging interest on debts or canceling contracts, until the payment is finalized.
How to Deal with Pending Payments
Fintoc does not have access to your bank statements and might not be able to provide a definite answer regarding the status of some payments. All pending transactions that are not able to be validated will transition to failed with a distinct error reason (unresolved_final_status).
It is highly recommended to check your banks statements to see if the payment was completed or not. If the payment occurs, we recommend handling it depending on your business case:
| Action | Description |
|---|---|
| Return of funds | Inform your client that if the payment is successful, you will promptly return their funds to their bank account within a reasonable timeframe. |
| Fulfill their order | Notify your client that their order is complete, but you are awaiting the final payment status before fulfilling it. |
Previous API Versions
Since there is no pending state for payments in previous versions of our API, these will always have a failed status initially. Fintoc might be able to determine the final status, but we recommend you check your bank statement for any unknown transfer you might have received related to this payment. If you are not using this current version of the API, we encourage you to check the documentation of your API version to get more details.
External Transfers
If you are using Direct Payments, your company name may be saved on you client’s recipient contacts in their banks. This means that they can mistakenly transfer funds directly to your account outside of your payment flow.
How to Deal with External Transfers
Since Fintoc does not have access to your bank statement, there is no way to tell if a movement outside of a regular payment flow was made. To provide a great user experience, we encourage you to identify this cases and handle them according to your business case.
As these payments are typically caused by user errors and may have been intended for another bank account, we encourage you to return these payments to your clients or establish a clear policy on how to handle them. This proactive approach can help you avoid larger issues with your customer support team and provide a better overall payment experience for your users.
Updated about 1 year ago