The payment instructions for a bank transfer specify an exact amount. When the buyer transfers a different amount, the bank transfer does reach the correct details — the CLABE identifies the transaction — but the payment may not be completed automatically.
If the amount is lower
The transaction isn't marked as Paid: the amount received doesn't cover the total requested. These cases require manual attention — usually returning the partial amount to the buyer so they can make a new bank transfer for the correct amount.
If the amount is higher
The transaction can be identified, but the excess isn't applied to the order. The difference is handled as a return to the buyer, which can take a few business days.
Quick checks
- Compare the amount on the buyer's receipt against the amount in the payment details in your Conekta Panel.
- Check that they didn't try to split the payment into several transfers: each set of instructions expects a single bank transfer for the total.
- Confirm that the transaction is still valid; if it expired while the discrepancy was being resolved, you'll need to generate a new one.
How to escalate
If the amount received isn't resolved on its own, contact Support with the transaction ID, the bank transfer receipt (with the tracking key), and the expected versus received amount. With that, the team can apply or return the money as appropriate.