Read the status you actually have
Nova can show that a request was sent and what status came back. Completed means the provider accepted it. Failed means it did not complete. Pending means you do not know yet. Treat pending as unfinished.
Check the other two records
Look at the customer wallet ledger, then the provider statement, then the gateway if a funding is involved. Refunding from only one of those can pay the customer twice or not at all.
The Academy sample lesson walks through why those balances differ. It does not give you a script that fits every provider.
Tell the customer the next concrete step
Ask for the reference on their receipt. Say whether you are still checking the provider. Give a time only if you can keep it. Do not ask for their password or one-time code.
These articles provide general guidance. Confirm the costs, compatibility and requirements for your own setup before you commit.
Back to all articles
