The ways to ask Paystack for refunding for a failed deposit

Sometimes, the customer failed to deposit their MSport account but he or she was debited by the bank.

In these cases, we need to login the email box [e-mail] and send an email to [e-mail] to help the customer to get their money back from the Paystack side. Remember to CC the customer, so the customer can know the process of the refund  on time and the customer can provide the materials if Paystack side further asks.

To do so, you also can use the account [e-mail] to login Paystack's support system support.paystack.com to submit a ticket, just like the following picture shows.

When sending an request to Paystack, you can refer to the following format.

1st, "Bank Account" method

 

Dear Paystack Team,

 

One of our customer Michael used the "Bank Account" method to deposit N2500 , which is failed but the customer was debited in his bank account.

The check on our end shows that the deposit failed due to the error message "Reference check successful-The bank is unable to process the transaction-failed".

Below are the details of the customer transaction：

Pay Channel Request ID: 2**********5pch95****43

 

Amount:1000

User ID:  2**********2puid07****[e-mail]

Kindly assist to reverse the transaction.

Regards,

MSport Customer Service Team

2nd, "Bank Card" method

Dear Paystack Team,

 

One of our customer OLAIDE SEUN OGBEWI used the "Bank Card" method to deposit N2000 , which is failed but the customer was debited in his bank card.

The check on our end shows that the deposit failed and was not reverse back to the customer bank card with deposit amount of N2000.

Kindly reverse the failed deposit of customer which was debited but not delivered due to the error message "Reference check successful-The transaction was not completed".

Below are the details of the customer transaction;

Pay Channel Request ID: 2**********4pch88****52

 

Amount: N2000

User ID:  2**********0puid31****[e-mail]

Kindly assist to reverse the transaction.

Regards,

MSport Customer Service Team

3rd, "Bank transfer" method

 

Dear Paystack Team,

 

One of our customer ogah ene happiness used the "Bank transfer" method to deposit N180 and N100, which are failed but the customer was debited in his bank account.

The check on our end shows that the deposit failed and was not reverse back to the customer bank account with deposit amount of N180 and N100.

Kindly reverse the failed deposit of customer which was debited but not delivered due to the error message "Reference check successful-Awaiting Transfer-failed" and "Reference check successful-Account expired-failed".

However, the customer was debited in his bank account side.

Below are the details of the customer transaction;

Pay Channel Request IDs: 

2**********4pch86****89

2**********5pch55****70

User ID:  2********631puid73****[e-mail]

Kindly assist to reverse the transaction.

Regards,

MSport Customer Service Team

Kindly notice that, for MSport team members, we do not ask the customer about their bank account details. 

After we send the email, which CCed the customer and connect Paystack and the customer together, Paystack side may further ask the customer for the following materials:

• Account number the payment was made to
• Email address used to make the payment
• Your bank account details
• Screenshot of the debit alert received
• Name of the business the payment was made to
• A copy of the bank statement