Start with the original payment
Open the original payment request or sale and note the reference and current status. Ask the customer whether their wallet shows a completed transfer or only a queued withdrawal. Avoid requesting another payment until you understand what happened to the first one.
- Get the transaction hash from the sending wallet or provider, if one is available.
- Check the asset, network, destination address and amount against the payment instructions.
- Record the time of payment and the sender’s displayed status.
Check the network record
Use a block explorer appropriate to the selected network to inspect the transaction hash. Check that it is the correct transaction, destination and asset. A pending or failed transaction in the sender’s wallet needs attention from that wallet or provider. Do not use a link sent by an unknown person to connect your wallet.
When the transfer is confirmed but BOS.PAY is pending
Return to the payment record and check the latest status with a working internet connection. A matching on-chain transfer still needs to be associated with the correct BOS.PAY payment. If the record remains inconsistent, contact support instead of marking a crypto payment as paid through the card-recording option.
Send support a useful payment trace
Include the business name, payment reference, transaction hash, network, token, amount, approximate time and the exact BOS.PAY status. Explain which checks above you have already completed. If the sending provider has not produced a transaction hash, say that explicitly.