Handling payment exceptions

When you manage payments, some cases require action to reconcile the payment and keep customers informed.

​

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.

​

How to deal with pending payments

If you’ve integrated pending payments, they will remain in a pending state until Fintoc can provide a conclusive status update. In this scenario, you have the flexibility to handle the payment according to your business requirements: Allowing customers to wait for the payment to complete will enhance their experience if the funds were transferred, and you won’t need to capture the payment again. If the payment is validated as successful or failed, Fintoc will send a webhook (payment_intent.succeeded or payment_intent.failed) notifying the final status of the payment. Fintoc will attempt to validate pending payments for up to 10 days. If the payment cannot be verified in that time, you will receive a payment_intent.failed webhook with a distinct error reason (unresolved_final_status).

​

Previous API versions

In previous versions of our API, there is no pending state for payments, resulting in these payments always having a failed status. In such cases, if the funds were indeed transferred, Fintoc will return these funds to your customer within a maximum of 2 business days (Only under Fintoc Collects schema).

​

Failed payments where the payer was debited

Sometimes a payment intent shows as failed in your dashboard, or your order doesn’t show a payment. Your customer may still say their bank already took the money. This happens when Fintoc receives the transfer but can’t apply it to the payment. For example:

• Fintoc couldn’t confirm the transfer while the payment was in progress.
• Your customer transferred a different amount than the one requested.
• Your customer transferred from another person’s or company’s account.
• Your customer transferred after the payment window closed.

In these cases, the payment intent ends as failed and Fintoc automatically returns the money to the account it came from. You don’t need to issue a refund. Your customer sees the return in their bank account as a deposit under Fintoc’s name within 2 business days after Fintoc receives the transfer. This applies under the Fintoc Collects schema.

​

What to tell your customer

Tell your customer that the payment failed and that Fintoc returns the money automatically to the account it came from. To complete their purchase, they must start a new payment from your checkout. To avoid another failed payment, ask them to:

1. Start the payment from your checkout and transfer only when the payment window asks them to.
2. Transfer only from the account that belongs to the Chilean tax ID (RUT) holder they entered.
3. Transfer the exact amount shown in the payment window.

​

When your customer disputes a charge

If your customer says their bank debited the money and they haven’t received it back, contact Fintoc support with:

• The Fintoc payment ID (pi_...) or the RUT of the account holder who paid.
• The full transfer receipt issued by the customer’s bank.

A screenshot of the activity in a banking app isn’t enough, because it doesn’t confirm that the bank completed the charge. Fintoc support can share a receipt of the return transfer as proof that Fintoc returned the money.

​

Unmatched Direct Transfers

If a user pays with Direct Transfer and Fintoc can’t link the transfer to a payment intent, the order shows as expired. The transfer doesn’t appear in your logs. Fintoc refunds these transfers automatically to the origin account. To learn how matching works and what to tell your users, see How Fintoc matches a transfer to a payment in Chile.