How to determine why a payment is stuck in “Submitted” status.
ISSUE DESCRIPTION
Payers often write in asking why a payment is stuck in “Submitted” status. This article will detail what steps to take to figure out what is happening with the payment.
ENVIRONMENT
AP Hub
ISSUE CAUSE
The cause of this issue could be several things.
- The payee is under payee trigger review or OFAC investigation by the Compliance Team.
- There was a Holiday in the country the payment was being made to/from.
- The payment method chosen by the payee requires a longer time to process.
- The payment is pending liquidity transfer.
TROUBLESHOOTING STEPS
- The first thing you want to do is check Admin and payment super admin for the true status of the payment. The payer will see the status “Submitted” but you may see something else in admin such as “pending OFAC investigation” or “payee trigger review”.
- Payments that are under OFAC investigation require reaching out to Compliance and working with them to get the payee cleared.
- Search the payee ID in Zendesk to check for any Compliance tickets. These will usually tell you what is needed from the payee to clear them.
- Check the IDAP under“ payee trigger review” in admin under “Risk Management”. (https://confluence.tipalti.com:8090/display/KBA/Payee+Trigger+Review)
- Once you’ve found the reason for the OFAC hit or trigger review, reach out to the assigned/relevant Compliance agent and work with them to determine what is needed to clear the payee.
- If a payment is being processed during a holiday in the country the payment is being made to/from, this can cause a delay in processing.
- Some payment methods require longer to process when being sent to various countries. Please see below support articles.
- https://support.tipalti.com/Content/Topics/UserGuide/PaymentInformation/PaymentMethodsCoverage/IntroUSD.htm?Highlight=payment%20method%20coverage
- https://support.tipalti.com/Content/Topics/UserGuide/PaymentInformation/PaymentMethodsCoverage/UKPayers.htm
- When a payment is in the status “StatusToPendingLiquidityArrival”, the payer will only see the status “Submitted” which can cause confusion. If the payment has been in this status for more than a few days, create a child ticket with Payment Ops to investigate.