Start with the original invoice
Open the invoice link sent by the business, or Invoices in its customer portal where available. Check the invoice reference, total, currency and current status. Also check the email address used for the payment, including its spam folder. If you paid from a different email address, tell the business rather than creating a second purchase or account to find it.Match your situation
If you paid by bank transfer
Compare the bank details against the original instructions. Include the payment reference exactly as supplied. Missing or different references, a different amount or currency, and bank processing can prevent or delay matching. Send the business your transfer date, amount, currency, invoice number and the reference you used. It can check incoming funds and any matching process. The presence and timing of automatic matching depend on the business’s payment setup. Do not transfer again just to correct the reference. Ask the business to reconcile the original payment first.If you used an external payment app
For methods that ask you to pay outside PayRequest and return to select I have paid, the business must verify receipt in its bank or payment app. That confirmation button does not collect the money itself or guarantee the invoice is paid. If you did not actually complete the external transfer, tell the business so it can check the request. Follow up in the same conversation rather than repeatedly submitting confirmations.If it was a security deposit
A card authorization reserves funds rather than paying an ordinary invoice. Releasing that reservation may remove the pending bank entry without a separate incoming refund. Use the original deposit link and the security-deposit guide. An advance-payment invoice for a booking or quote is different: payment of that invoice collects the advance amount.What to send the business
- Invoice or order number and the email address used.
- Amount, currency and payment date, including the approximate time if relevant.
- Payment method and displayed reference or description.
- Whether your bank says pending or completed.
- For a card, only its last four digits if needed to identify the entry.