Unmatched
What is an unmatch payment?
ICEPAY may receive funds that can not be linked to a (active) payment.
This can happen in the following situations:
- A customer deposits money to ICEPAY without an existing transaction.
- Wire transfer: The customer adds a wrong description to the payment
- Online Uberweisen: Funds are received, but we have received an Expired status from the Payment Method.
In most cases ICEPAY will refund the money back within 5 working days of receiving the funds. See table below for more information.
| Payment method | Description of situation | What to do? |
|---|---|---|
| Wire transfer | Customer deposits a wrong amount | Large amounts(€1500+), Contact us . Smaller amounts are refunded within 5 days. |
| Wire transfer | Customer adds a wrong description | ICEPAY will try to match, if that's unsuccessful, we will refund within 5 working days |
| Wire transfer | Consument deposits money to ICEPAY directly without an existing transaction | Large amounts(€1500+), Contact us . Smaller amounts are refunded within 5 days. |
| Online Uberweisen | The Payment method sends back an error message but the money has been transferred to ICEPAY | ICEPAY will refund automatically within 5 working days |