In the case of a Standard Bank Transfer payment, if your customer claims to have made the payment but it does not appear as 'Completed', this means that the funds have not yet been received in your bank account.
A payment displayed as 'Pending transfer' indicates that:
The payer has confirmed their intention to pay
But either the operation was not finalised in their online banking space
Or the transfer is still being processed by the issuing bank
To verify the situation, ask your customer to provide a payment transfer confirmation containing the following information:
Transfer amount
Date of the transfer
Transfer status (executed, failed, etc.)
Transfer channel (SEPA or SWIFT)
Beneficiary bank account
With this information, our support team can help you confirm whether the payment is still in progress or if further action is required.