This sounds like a Direct Deposit payment.
How does this occur?
There are two scenarios where this may occur.
- You made a previous payment to a merchant using Stitch and upon subsequent payment, paid directly into the beneficiary account (merchant 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 recognized as a completed payment via Stitch.
Is the money lost?
No. The money is sitting in the merchant's (same account in step 1) account.
How do I get the money back or credited?
Because the payment was not made through one of our products but rather via manual EFT to the merchant's account, in order to get value 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 valid proof of payment, and
account confirmation (PDF format preferred) if you believe you've made a valid payment matching the above criteria.
Except otherwise stated with clear and detailed instructions from the merchant, please do not make direct deposit payments (using the added beneficiary as stated above) from the banking app/internet portal, instead, always use the merchant's website/app. If you have already made a payment as a direct deposit please reach out to the merchant in question regarding your funds.
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