This sounds like a Direct Deposit payment.
What is a Direct Deposit?
Any payment made into an account directly from a user’s bank account through their banking portal using regular EFT.
How does this occur?
There are two scenarios where this may occor.
- You made a previous payment using Stitch and upon subsequent payment, paid directly into the beneficiary account (added by Stitch) directly from your online banking portal or app.
- During beneficiary account addition, you completed the payment through your online banking portal or app. This payment is therefore not recognised as a completed payment via Stitch.
Is the money lost?
No. The money is sitting in a Stitch owned account.
How do I get the money back or credited?
Because the payment was not made through one of our products, in order to be credited for the payment, the merchant's support team needs to be notified of the payment.
Stitch and the merchant will then follow an agreed upon process to refund or credit funds.
Please reach out to the merchant's support team with a valid proof of payment (PDF format preferred) if you believe you've made a valid payment matching the above criteria.
In future these will be automatically matched to the correct user.