Understanding incoming payment statuses

Use this guide below to help you learn more about incoming payments every step of the way.

Collect dashboard

From the moment a customer attempts to make a payment to you until funds arrive in your account, you can get a full overview and track your incoming payments via the Collect dashboard.

Here are some general columns that can be found in more than one status tab.

Funds on the way

When a payment is found under this tab, it means a payment attempt has been initiated via either method below:

Method 1: The payment was created through the collection method you’ve shared or set up on Collect. Payment via this method usually goes in the following flow:

• Payment under review - Your customer’s payment is under review. Should payment be created or submitted during weekends, it will be reviewed on the next business day.
• Processing payment - Your customer’s payment is being processed for card charge. Should payment be submitted on weekends, it will be processed on the next business day.

• Payment charged - Your customer’s card has been charged for the payment. It usually takes 1 to 3 business days (dependent on the payment method) for processing the collected payment for payout.

• Sending funds - Your collected payment (minus any fee applicable) is scheduled for payout to your bank account today.

Method 2: The payment was created by a registered Pay customer on CardUp. Payment via this method usually goes in the following flow:

• Payment created - Your customer’s payment is under review. Should payment be created or submitted during weekends, it will be reviewed on the next business day.
• Scheduled for charge - Your customer’s created payment is scheduled for card charge as per the customer’s selected funds arrival date.
• Payment charged - Your customer’s card has been charged for the payment. It usually takes 1 to 3 business days (dependent on the payment method) for processing the collected payment for payout.
• Sending funds - Your collected payment (minus any fee applicable) is scheduled for payout to your bank account today.

 

Funds arrived 

When a payment is found under this tab, you can expect payout (minus any fee applicable) to have arrived in your bank account as per the funds arrival date (usually around the second half of the business day between 4pm to 6:30pm).

 

Failed/Refunds

When a payment is found under this tab, you can expect the following:

If payment has failed, it is either

1. A registered Pay customer on CardUp attempted to pay you, but payment has failed due to various reasons
   • Reasons for failure - Insufficient funds on the card, expired card, incorrect or invalid card number/CVC, fraudulent card, the card is not supported, etc.
   • What’s next for you - For this situation, you are usually not required to do anything, as your customer will usually be alerted immediately upon attempted payment. As such, they usually can proceed to make another payment.
2. When the collection amount for the payment is more than each of your average collection amounts, and the requested document(s) by our customer team/sales representative has not been received and approved within 7 calendar days.

   • How does that lead to failure - Payment will fail as the funds for the submitted payment can only be held up to 7 calendar days before it is released back to the customer's card (as per the payment network standard regulations).

   • What’s next for you - You may reach out to you customer for a new payment. Should documents be required for this new payment, our team will reach out to you. Do ensure to provide the documents to our team timely so we can process the new payment smoothly.

If payment is refunding or refunded, it usually means your customer has reached out to CardUp requesting to cancel and refund the payment charged to their card.

• When can a refund be done - Refund via CardUp is only possible for payment where funds have yet to arrive in your bank account.

• What’s next for you - In the event that this occurs, you may reach out to your customer for more details and/or to arrange another payment to be collected through CardUp.

 

Cancelled

When a payment is found under this tab, it’s usually a payment that has failed for more than 7 days and was auto-cancelled by the system.