Your customer says they already paid at the store, but in your Panel the transaction is still Pending. Before you worry: cash payment confirmation isn't instant, and most of these cases resolve on their own shortly.
First: the normal timeframes
The store must report the payment for Conekta to confirm it. Depending on the chain, this can take anywhere from a few minutes to longer during peak hours. If the payment was made recently, wait before investigating.
Checks before escalating
- The payment was made less than a day ago
Give the store time to report it. Ask the customer to keep their receipt (the register ticket) and check the status later; in the vast majority of cases, it's confirmed without any intervention.
- The receipt doesn't match the reference
Compare the reference number and the amount on the receipt against the transaction details in your Panel. If the customer paid a different reference — for example, from a previous charge or with a different amount — the payment won't be linked to this transaction.
- The reference had expired when it was paid
Check the date on the receipt against the reference's expiration date. A store shouldn't accept expired references, but if it happened, the case needs a review by Support with the receipt in hand.
- More than one business day has passed and it's still Pending
With the receipt verified and the details matching, it's time to escalate: contact Support with the transaction ID, the reference, the amount, and a legible photo of the receipt showing the date, time, and store location.
Next step
To escalate with all the information from the first message, follow How to contact the Conekta Support team.