If you’re expecting to receive a payment but haven’t received it yet, follow these steps:
First, ask your customer (the sender) for proof of payment. This document should include key details such as your account number, your business’s legal name, and the payment method used (e.g., SWIFT Wire, EFT, ACH, Fedwire, UK Faster Payments, SEPA).
Next, compare the payment method and details in the proof of payment with the information listed in your Venn "Dashboards". If everything matches correctly, the payment should typically arrive within 1 business day, excluding weekends and public holidays in both the sender’s and recipient’s countries.
If it has been more than 1 business day and the funds have not arrived, please ask the sender to check with their bank for the payment status. At our end, this means that we have not received the funds from your sender because if we had, we would have credited the incoming funds to your account.
Note: We credit the funds to your account as soon as the sender’s bank successfully delivers them to us. If you haven’t received the funds within the expected timeframe, please contact the sender and their bank for assistance.