Why was my client's payment rejected?

Has your client contacted you to inform you that the payment was rejected? Check below the possible reasons for this problem: 

• Payment made after the order is expired:

When creating orders within NuPay For Business, there is a field that determines how long the customer will have to access your bank's app and finalize the payment. If the payment does not happen within this period, the order becomes expired and the merchant's stock is released.

When we receive notification about a Pix attempt, our system always validates which order that payment relates to. And once we identify that that payment is related to an expired order, NuPay For Business rejects the payment.

• Payment attempts related to orders that have already been paid:

If the system identifies that the order has already been paid, it blocks all future Pix attempts. This avoids "double payments".

• The payer's financial institution does not send information that is considered mandatory by our system:

When our system receives a notification about a Pix attempt, it validates the order that that payment relates to. In other words, it checks all the necessary information to make the reconciliation of our merchants possible.

However, some financial institutions end up not sending all this mandatory information and, in these cases, NuPay For Business rejects the payment in order to avoid problems of inconsistencies or payments not related to any order.