Missing bank transfer

[RandyMarsh]

I have a mysterious case of a missing bank transfer.

I sent a customer an invoice for £30. They told me that they had paid by bank transfer. I made a note that the invoice had been paid which I would usually only do after I had seen the transaction in my banking app.
A month or so later I noticed that the invoice had never been settled in my accounts software, because the invoice has never been imported from the bank transaction feed.
I queried the customer and she is sure she has paid. She sent a screenshot of the transaction from her banking app showing the outgoing payment. I think she is telling the truth,
Yet, the payment isn't on my bank statements and I don't have the money that was paid (the balance in my accounts software matches the bank account balance).
I asked her to check she had the right details in case she had entered a digit wrong. She had paid me before by the same method so I don't think it was that.
Is there any way this can happen? It's bewildering.

 

[StevensOnln1]

The simplest explanation is that the customer is either lying or didn't bother to check they were using the correct account details. Does the confirmation they have provided show your sort code and account number or just your company name? They could have easily re-entered your account details wrong and ignored the confirmation of payee warning.

 

[Newchodge]

In effect, the customer has not paid you as the money has not reached your account. This is your customer's problem and then need to contact their own bank to find out exactly where the money went. If the bank confirms (in a format that you an see is from the bank) that ht moeny was sent to your account, then you cna go to your bank to ask them to trace it.

 

[MikeJ]

Ask her to forward a proof of payment from her bank. She should be able to download that from her account. Then you can check the details are correct.

 

[Frank the Insurance guy]

It is not your job to check she has paid the right account or for you to check her bank statements etc.

You have checked your own bank and the payment is not there - therefore you have not been paid.

Deal with it as any aged debt - contact her and let her know you have reviewed all your bank statements and the invoice remains outstanding. Request settlement to your bank account by x date (re-send you bank details).

If she has thought she has paid, then she can do the investigations with her bank - that is not your problem.

 

[IanSuth]

It is the modern equivalent of a cheque lost in the post currently

 

[RandyMarsh]

Thanks for your replies. I've just noticed that on the transaction list she screenshotted and sent to me, there is a refund of the same amount immediately after the outgoing payment so I assume the money was returned due to incorrect details or some other problem. That would at least solve the mystery.