Discrepancies between payment amounts or duplicate transactions can cause service delays or account confusion. This guide will help you detect and resolve these issues efficiently.
Overview
A. What Causes Amount Mismatches
- Incorrect entry of payment amount during transfer.
- Unexpected bank fees or charges.
- Duplicate registration or payout attempts.
B. Troubleshooting and Resolution
- Check Before Sending: It sounds simple, but important :) Avoid any potential errors and delays right from the start by ensuring payments are made in the exact requested amounts and the correct documentation provided, as necessary.
- For Duplicates: Only one payment should be processed for each invoice/registration. If you create a duplicate payment, contact us immediately so the funds can be intervened. In some cases, the funds may still fully process if it passes compliance, whereby an official refund process will be required.
- For Short Payments: Pay the remaining balance using the provided payment details, then send a new proof of payment as soon as you can to the Edvisor Support team, referencing the original payment ID. Failure to do so, will result in the payment being rejected and returned to the payer.
- Edit in Correct System: If using an integrated setup (like HubSpot + QuickBooks), ensure all changes are made in your primary invoicing platform to maintain sync; update numbers if duplicate document errors occur
C. Contact Support When Needed
For any of these cases, feel free to reach out directly to our Payments Team for more guidance - payments@edvisor.io.
To assist our investigation and tracking, please include any and all invoices, proof of payments, and especially any reference ID numbers.