Why has my customer's transaction been canceled?
- Payments with Alternative Payment Methods (cash, bank transfers, and e-wallets): Payment received after the expiration date. Payments without associated transactions. Payments with different amounts.
- Payments with credit or debit cards: Invalid amount on the credit card, insufficient funds, the user put wrong card details. Problems with communication with the processor. Moreover, on some occasions, there may be momentary network problems in the payment processor.
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My customer has paid but I can't locate the funds/transaction in my account.
If a customer claims to have paid for a transaction, but the transaction is still pending, please check when the transaction was created. Alternative payment methods can take up to 2 days to be approved. After this period, you can ask your customer ...
How do I know when a transaction is approved?
dLocal automatically updates the transaction status, once we detect that your customer has paid for it. Accessing the dashboard you will be able to check the transaction status description. Alternative payment methods take a little longer to be ...
My customer thinks they paid twice. What should I do?
In some cases, a customer can pay twice for the same ticket or bank transfer. In these cases, ask them to check if they received an email from dLocal. Most of the time we are able to detect these duplicated payments, and we contact your customer to ...
How long a customer has to pay for a cash or bank transfer payment?
By standard, these payment methods have a 4-5 days expiration, but the best way is to check on the payment ticket the expiration date and pay before it.
What are pending transactions?
Cash payments (OXXO, Boleto, Efecty...) and Bank transfers can take 1-2 business days to be cleared. Most are cleared on the next business day (if the customer paid for it yesterday, we would receive the money today). Sometimes the customers print ...