Every online seller gets the message: "I paid, but I did not receive anything". How you respond decides whether you keep the customer.
- 1. Check the real status
- 2. If it is paid
- 3. If it is pending
- 4. If it failed
- 5. Prevent repeats
- Tone matters
- FAQ
1. Check the real status
Look up the order in your dashboard by ID. Do not rely only on a screenshot.
2. If it is paid
Deliver the product or service and apologise for the delay. If your callback failed, fix it so it does not repeat.
3. If it is pending
Ask the customer to wait for the final status and not to pay again. See pending payments.
4. If it failed
Tell the customer politely and send a new payment link.
5. Prevent repeats
- Show clear status messages after payment.
- Send automatic confirmation emails.
- Publish refund and delivery policies.
Tone matters
Reply quickly and kindly. Most complaints end well when the customer feels heard.
Frequently asked questions
Can I refund a payment?
Refund handling depends on your account and the method. Contact support with the order ID.
What proof should I keep?
Order ID, amount, time and the confirmation record.
Should I block repeat complainers?
Only after checking the facts and your own process.
Get started
Open a ZurvaPay merchant account or contact us and we will help you get started.
Related guides
Start accepting payments with ZurvaPay
Open a merchant account, connect your website with one API and get notified the moment a customer pays.