Experiencing issues reconciling payments can be frustrating and disrupt your operations. Here’s a guide to help you troubleshoot and resolve these issues.
Common Payment Reconciliation Issues and Solutions
-
Discrepancies in Payment Amounts
- What’s Happening: The amount debited from the payer's account doesn't match the amount credited to the payee's account.
-
What to Do: Double-check the transaction details, including any fees or currency conversions. Make sure the payment initiation and confirmation details align.
-
Missing or Delayed Payments
- What’s Happening: Payments aren’t appearing in the expected accounts or are delayed.
-
What to Do: Use the Token API to check the payment status. Look for statuses like:
-
PENDING: Payment is still being processed. -
SUCCESS: Payment has been successfully processed. -
FAILED: Payment did not go through.
-
- Delays might be due to bank processing times or cut-off times for batch processing.
-
Incorrect Payment References
- What’s Happening: Payment references don’t match the expected format, making reconciliation difficult.
-
What to Do: Make sure the payment reference format in your payment initiation request matches what your reconciliation systems expect. Use the
remittanceReferencefield to track payments accurately.
-
Duplicate Payments
- What’s Happening: Payments are processed multiple times, leading to overpayment.
-
What to Do: Use idempotency keys with your API requests to prevent duplicates. Check transaction logs to identify and correct any duplicate payments.
-
Technical Errors
- What’s Happening: API errors or connectivity issues are blocking successful payment reconciliation.
-
What to Do: Identify common technical issues by their error codes. Some examples:
-
HTTP 500: Server error on the provider’s side. -
HTTP 400: Bad request, likely due to incorrect request format or parameters.
-
- Discuss these errors with your IT team and raise a support ticket with Token if needed.
Initial Troubleshooting Steps
Before reaching out to Token support, make sure you've done the following:
- Verify API Usage: Check that all API calls are made correctly according to Token's API Documentation.
- Check Payment Statuses: Review payment statuses and any error messages for clues.
- Confirm Account Details: Ensure payer and payee account details are correct.
- Clear Cache and Retry: Sometimes clearing cache or retrying the payment initiation can solve minor issues.
Contacting Token Support
If the issue persists, contact Token support with the following details:
- A detailed description of the issue
- Specific error messages and codes
- Steps you’ve already taken to try to resolve it
- Any relevant screenshots or logs
Providing detailed information will help us resolve your issue faster.