When a domestic money transfer shows a failed, pending or reversed status, retailers should verify the official transaction record before advising the customer or attempting another transaction. A delayed response does not by itself prove that the transfer failed.
Understand the status
- Successful: The authorized system records a completed transaction. Follow the normal confirmation and reconciliation process.
- Failed: The system reports that the transaction did not complete. Check the final status and provider instructions.
- Pending: A final outcome has not yet been confirmed. Avoid duplicate attempts until the original status is clarified.
- Reversed: The system records a reversal. Verify the recorded outcome and explain it accurately.
Steps for retailers
- Check the authorized dashboard or transaction history.
- Record the reference, time and status securely.
- Do not promise a reversal or a specific timeline without confirmation.
- Raise a complaint through the provider’s official support route if unresolved.
- Share only permitted information; never send passwords, PINs or unnecessary customer data.
Resolution steps and timelines vary by provider, bank and transaction type. See the FCSPAY domestic money transfer guide and follow the authorized provider’s current process.
