You received an email that your customer is sending you a payment through Melio.
This article explains how to track the progress of it:
What the email looks like
The email sent from Melio Service. It will include details such as:
- Amount
- The delivery method that was used to send the payment
- The estimated delivery time
- Invoice number (should the customer has it)
- Payment ID (helps identifying the payment when contacting support)
- Trace number (NATCHA for ACH bank transfer or Trace ID for instant payments)
Here’s an example of what it would look like:
Some payments might include the options to get a payment faster with ACH bank transfer (1% fee), an instant delivery to your bank account (1% fee), or an instant payment to your debit card (1% fee).
How to track your incoming payment
Regardless of how the payment was sent to you, you can track its progress.
You’ll get an email notification every time the payment has completed a step in the journey.
To track the payment’s journey:
1. Click Track payment in the email you received.
2. We will show you the payment journey indicating when:
- The payment was scheduled
- The payment is sent
- The payment is expected to arrive
3. Once the payment is delivered we will advise the time and date. In case of a paper check payment we will advise when it was deposited.
Failed payment
If the payment failed to successfully deliver, you’ll get an email notification letting you know.
The email’s subject line will be: “A payment from [your customer name] of [amount] has failed | Invoice #”.
The reason for a failed payment is that your delivery details were incorrect. We suggest you contact your customer and advise them on your preferred delivery method and correct details.
Here’s an example of the email notification:
Click Track payment to see it in the payment journey.
Canceled payment
A payment can be canceled only by the customer.
You’ll get an email letting you know that the scheduled incoming payment was canceled. The email’s subject line will be: “A scheduled payment of [amount] from [your customer name] has been canceled”.
We suggest that you contact the customer to understand why the payment was canceled.
Here’s an example of what the email looks like:
Click Track payment to see it in the payment journey.