When does Mollie automatically refund a bank transfer?
If the customer has questions about their bank transfer via Mollie and you cannot find the payment in ticketmatic, you can go through the following steps:
Request proof of payment
Ask the customer to send proof of payment. Based on this, you can check whether the payment was correctly executed.
Check the proof of payment
Using the submitted proof of payment, you can check whether all details were correctly filled in or whether all conditions were met. Below is an overview of the most common reasons why a bank transfer cannot be linked to an order in ticketmatic:
- Incorrect account number: Check whether the account number matches Mollie’s account number.
- Late payment: When was the payment made? If it was made after the due date, it is no longer possible to link it.
- Incorrect structured communication: Check whether the structured communication matches the payment information in the order.
- Structured communication entered as free-form communication: Check if the structured communication was entered as a free-form message. A structured communication can be recognized by the +++ symbols before and after the message.
- Incorrect amount: Does the amount of the transfer match the outstanding payment in Mollie/ticketmatic?
If one of the above scenarios applies, Mollie will automatically refund the payment.
Solutions
In case of automatic refunds, we recommend one of the following actions:
- If the order has already been deleted, you can either:
- Ask the customer to create a new order with payment
- Create a new order via the back office with new payment instructions
- If the order has not yet been deleted, you can create a new payment request by cancelling the original transfer. To cancel a transfer, temporarily change the payment scenario to ‘Box Office’ and then create a new bank transfer.