Why does my customer's bank receipt show a different amount from my invoice?

Compare the invoice currency with the currency and amount actually sent. The payer may have instructed a different amount, paid several invoices together or had its bank apply a conversion or charge. Do not assume the cause from the difference alone.

Ask the customer for its remittance advice and final transfer receipt. Check the reference, beneficiary details, payment currency and any bank charges shown. Keep both the invoice amount and the sent amount in your records.

If the explanation is unclear, send the documents to Support. Do not change the original invoice just to make the numbers match, or ask for a top-up until the actual payment and any separate bank charge have been identified.