If a payee claims payment has not been received, there are various options available depending on the payment method and when payment was sent. Follow the steps below to assist the payee.

Find payee payment information

Payee payment details can be found on the Tipalti Hub (see Find previous payments). You can also download a payment report and provide it to the payee and/ or download a payment receipt, as proof of payment to keep for your records (see Provide payee with payment confirmation).

Investigate further

On the Payees > Payments subtab, you see the status of each payment (for status descriptions, see Statuses). The following information explains what each status means in the context of a payee claiming non-receipt of payment.

• Submitted: The payment is currently at Tipalti or being processed by a payment provider. Payment has not yet reached the beneficiary bank.
• Deferred (Internal): Tipalti stopped this payment before it was sent out for processing. Once a payment is assigned this status, Tipalti will not try to send it out for processing again.
• Paid: The payment has reached the beneficiary bank. If the payee's payment is in this status and the payee is claiming non-receipt, please provide the payee with the payment report or receipt from the Tipalti Hub. Advise the payee to reach out to the bank with this document, which will help the bank find the payment.
• Rejected: The payment was rejected by the beneficiary bank (or an intermediate bank) and was sent back to the payment provider or Tipalti. Once a payment is assigned this status, Tipalti will not try to send it out for processing again.
• Cleared: The payment has been deposited in a bank account. This status only applies to paper checks.

Contact Tipalti

If the payee has not received payment by the expected value date, submit a request to our Support Team and provide the Idap (payee ID) and Payment refcode. Ensure you inform our team that the payee is claiming funds have not been received.

Depending on the payment method, our Support Team can help in various ways.

• Wire transfer or Global ACH/Local Bank Transfer
  Tipalti can initiate an investigation with the payment provider to determine what happened to the payment.
• Check
  Tipalti can request a "stop payment" on the check.
• Direct deposit/ ACH
  Tipalti can initiate an ACH reversal within three days. After that, the likelihood of getting the funds back decreases significantly.

The value date, which is the estimated date the payee received the funds, can be viewed in a Payment details report (a report of all payments loaded to the Tipalti Hub during a specific month or date range) or a payments summary file (a payment details report of a single payment file).