With this information you should check if the transaction does not present any typing error (wrong reference, wrong agreement, wrong value) if the information is correct you should ask the user to escalate his request directly to the bank since they are the ones who should check why the payment was not applied in a timely manner.
If on the other hand you identify that there was an error in the transaction, you must fill out the following form https://docs.google.com/forms/d/e/1FAIpQLSd0qc-2hIGuEXg52Ge40GzzpVKU8VAF1R9qK4GKL4QE4sZmoA/viewform?vc=0&c=0&w=1&flr=0&gxids=7757 , please note the transaction ID or authorization code as with this number you can request case status via <<our customer service chat>>.
Please note that:
- For cases where the originator of the error is the POS or cashier the response time is 20 to 40 days and no refunds are guaranteed, if the agreement does not respond after this time the management is terminated and the corresponding case is closed.
- Valid times to claim after the collection (If your invoice has exceeded these times, the claim is not valid).
- Agreements with public services, administrations, schools and universities – 3 months
- Other agreements – 5 months Taxes – 1 year
