Forum Discussion

Wendy18's avatar
Wendy18
Experienced Cover User
2 years ago

BPAY PAYMENT NOT RECEIVED

A customer has paid via BPay through online payments but we have not received the funds and the invoice is still showing as outstanding. Have also not received a receipt as we usually do although the...
  • Celia_B's avatar
    Celia_B
    2 years ago

    Hi Wendy18, 

     

    Thank you for getting back to us and providing an update on the issue. 

     

    We are glad that the issue has been resolved and the payment was traced. Please accept our apologies for the inconvenience this has caused you. We also appreciate your patience and understanding in this matter. And thank you so much for sharing your helpful insights in the Community Forum. Rest assured that we will raise this to the relevant team.  
     

    If you need further assistance in the future, please don't hesitate to contact us again. 

     

    Best Regards, 

    Cel

     

Celia_B's avatar
Celia_B
MYOB Staff

Hi Wendy18,

 

Thank you for your post and welcome to the Community Forum.

 

I am sorry for the delayed response. In this regard, If you made a BPAY payment and it is missing from your account or you have not received the payment yet, it could be for a few reasons. Payment has not been processed by the bank or financial institution, and incorrect or blank reference/payment details were entered. BPAY payments can take 72 hours (about 3 days) to be applied to the account. If the payment is already taken out from your customer's account, we recommend checking with your bank or financial institution to check if the payment was successful. You can also contact us here.

 

Let us know if you need further assistance with this, We are happy to assist you. 

 

If my response has answered your enquiry, please click "Accept as Solution" to assist other users find this information.

 

Kind Regards, 

Cel

 

Wendy18's avatar
Wendy18
Experienced Cover User
2 years ago

Thanks for your reply Celia.

As per my update to the original post, the funds did leave the customers account and we discovered the issue was due to them entering an incorrect reference number.

I happened to eventually find a contact number for MYOB online payments (1300 783 674 for anyone else in this situation - would be handy to have this on your site or anywhere really!) and spoke to someone who traced the payment and told me it was in some sort of suspense account - once I advised them of the issue it was returned to the customer who then paid the invoice again (via direct debit to avoid this issue).

Have to say I do wonder how many other payments are sitting in this 'limbo' account due to users not knowing how to resolve this issue or contact the right area of MYOB. Rather than your 'contact us' option which only appears to divert to online FAQ which don't ever relate to the issue, perhaps a list of numbers, so we can actually speak to a person, would be helpful.

 

  • Celia_B's avatar
    Celia_B
    MYOB Staff
    2 years ago

    Hi Wendy18, 

     

    Thank you for getting back to us and providing an update on the issue. 

     

    We are glad that the issue has been resolved and the payment was traced. Please accept our apologies for the inconvenience this has caused you. We also appreciate your patience and understanding in this matter. And thank you so much for sharing your helpful insights in the Community Forum. Rest assured that we will raise this to the relevant team.  
     

    If you need further assistance in the future, please don't hesitate to contact us again. 

     

    Best Regards, 

    Cel

     

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