When a transaction fails on the platform due to a network outage or a processing delay on the operator's end, the sale status is not always updated immediately. Instead of contacting support directly, you can now check and retry the transaction status in just a few clicks from your seller account.
Have proof of the debit provided by the customer (a screenshot of the operator's confirmation message, a mobile money receipt, or an account statement).
Make sure the customer has explicitly confirmed the debit.
Access the relevant transaction :
Log in to your Chariow dashboard.
Go to the "Sales" section in the sidebar menu.
Select the failed or abandoned sale related to the claim.
Report the issue :
In the sale details panel (on the right), click the "Report an issue" button.
In the window that appears, choose the "My customer was charged but the sale failed" option (They received an SMS or receipt from their operator).
Start verification with the operator :
A window titled "Verify payment with the operator" appears.
Check the box: "My customer confirmed they were charged for this sale".
Click the "Verify payment" button.
The sale is set to "Pending" while our system rechecks with the payment operator.
If the operator confirms the payment : The sale is automatically marked as completed. The status changes to "Completed" and your customer immediately receives access to the product or service.
If the operator confirms the failure or that no charge was made : The payment is confirmed as failed.
Automatic refund : If the charge is confirmed but the order cannot be fulfilled, the customer will be automatically refunded so they can safely make their purchase again.
Need help? Contact our support team via chat or at [email protected]
