What type of bank account can I use to receive Pay-Outs?
As a Fincra merchant, you can make a Pay-Out to a beneficiary and have them receive settlement in any secure NUBAN/IBAN from a registered bank.
How do I know if my Pay-Out is successful?
You will receive a notification confirming the status of your Pay-Out. Additionally, you can check the Pay-Out History page to view the status of all initiated Pay-Outs.
Can I cancel a Pay-Out after submitting it?
Once a Pay-Out is marked as processing, it cannot be canceled. However, if a Pay-Out fails, the amount will be automatically reversed to your account.
What should I do if my Pay-Out fails?
Please check your Pay-Out History for the failure reason. Common causes include
- Incorrect account details
- Insufficient funds
- Regulatory restrictions
What if my Pay-Out is stuck or pending?
Please wait a few minutes and check again. If the status remains unchanged, provide us with the reference ID so we can investigate and assist you further.
My customer claims the value was not received — what should I do?
Please provide the customer with the transaction session ID and advise them to contact their bank for further assistance. If the customer still does not receive the funds after this, kindly request an up-to-date statement of account from them. This will allow us to conduct a thorough review and assist in resolving the issue.
I made a payment in error. Can it be reversed?
We are unable to reverse a transaction that has already been processed. However, a recall may be feasible.
Recall of funds is on a best-effort basis and depends on the discretion of the receiving bank, availability of funds in the beneficiary’s account, and consent of the beneficiary.
Please feel free to reach out to us via email at support@fincra.com if you have any questions.