It sounds like you've made a manual EFT payment.
How and why does this occur?
There are two scenarios that might occur, resulting in a successful payment that has not been credited to your account:
- You previously payment to a merchant using Stitch and, when attempting a second payment, paid directly into that merchant's beneficiary account (merchant account added by Stitch) from your online banking portal or app.
- When adding a beneficiary account, 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 account and needs to be properly reconciled.
How do I get the money back or my account 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 you or credit your account.
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 that matches 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 or follow instructions from the merchant to initiate a manual EFT. If you have already made a payment as a manual transfer, please reach out to the merchant in question regarding your funds.
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