The buyer insists they already sent the transfer, but the transaction is still Pending. The cause is almost always one of four: the transfer is on its way, it was sent to incorrect details, the amount doesn't match, or the issuing bank rejected it. Check them in order.
Causes and solutions
- The transfer is still in transit
A SPEI transfer usually settles within a few minutes, but it can take longer during peak hours or due to reviews by the issuing bank. Wait a reasonable amount of time and refresh the payment details before investigating another cause.
- The buyer transferred to an incorrect CLABE or reference
Ask the buyer to compare the CLABE on their receipt with the one in the payment details in your Conekta Panel. If they transferred to another account — for example, to the CLABE from a previous purchase — the money won't be matched to this transaction and the case requires review by Support.
- The amount doesn't match the requested amount
If the buyer transferred a different amount, the transaction may not complete automatically. See What happens if the buyer transfers a different amount.
- The buyer's bank rejected or returned the transfer
Some banks reject transfers due to daily limits or their own validations. Ask the buyer to confirm in their online banking that the transfer shows as sent and settled, not as returned.
What proof of payment to ask for
To escalate the case, you need the transfer receipt (CEP), which the buyer can download from their online banking. It must include:
- Tracking key: the unique identifier of the SPEI transfer.
- Date and time of the transaction.
- Destination CLABE and amount transferred.