Q: Why are funds still reserved on the customer’s account, although the payment was cancelled?
A: Even though you cancelled the payment, funds may still be reserved by the acquirer or the customer’s bank. This occurs because the customer’s bank is responsible for releasing funds, and they generally tend to do this automatically when the reservation expires. Expiration can take up to 30 days. DIBS and the acquirer are not able to release the reservation. Only the customer’s bank can prematurely release a reservation, and whether or not this is possible is entirely dependent on the specific bank’s policy.
Q: I have accidentally activated a payment that should not have been activated. What do I do?
A: Refund the amount by finding the payment in the “activated” tab, or by using the search option. Adjacent to the payment, you should find a “refund” button. Clicking “refund” lets you refund as little or much of the activated amount as you wish.
Q: I refunded a purchase. When will the money be present on the customer's account?
A: When an amount is available to your customer depends on the agreement you have made with DIBS or your acquirer.
Q: I can find an order from a customer in my shop system but I cannot find the corresponding payment in DIBS Administration. What happened?
A: This is typically caused by one of two different issues: 1. The customer has placed an order in your web shop, but for some reason never made it to the payment window. 2. The customer made a payment in the payment window but DIBS never received a response from the acquirer (or bank, if it was an Online bank payment). You should investigate whether or not you have received the money on your bank account and contact DIBS support afterwards.