My client says a payment was returned, but they have not received it. What should they do?

First establish whether the bank has only marked the payment for return or has actually sent the funds back. Ask the client to contact their bank with the original transfer reference and request the return status.

Send the return notice, original receipt, amount and currency to support@skydo.com. Ask Skydo whether its partner initiated the return and whether a return reference is available. The payer's bank can use that information to look for the incoming credit. Do not treat “return initiated” as “payer credited”, and avoid a replacement payment until the location of the original funds is clear. A return does not have one universal arrival time.