What should I do if my customer omitted the payment reference or entered the wrong one?

Ask for the final transfer receipt and keep the original reference exactly as it appears. Do not ask the customer to send the money again just to correct the reference.

Send Support the receipt and the correct invoice details. Include the payer's name, amount, currency, date and destination receiving account. Explain whether the reference was blank, shortened or replaced by another value.

A missing reference does not prove that the payment failed, and a bank's completed status does not prove that Skydo has matched it. Support needs the actual payment details to investigate. Use the correct reference on future payments, but do not alter the original receipt or backdate an invoice to hide the error.