Melio makes it easier to track incoming payments. When a payment is sent to you either by a payment request or the payment link, we notify you with an email.
You can track the status of your incoming payment in 2 ways:
2. In Get Paid on your Melio account
This article also shows what failed and canceled incoming payments look like.
Tracking your incoming payment in the email you receive
The email is 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 Root ID for instant payments)
Here’s an example of what it would look like:
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.
Tracking your incoming payment in Get Paid on your Melio account
1. Sign in to Melio.
2. Go to Get Paid in the left sidebar.
3. Click on an invoice, payment request, or payment from one of the four tabs.
4. The Details page will open on the right.5. Click the Timeline tab.
The timeline view shows the most recent event at the top and the first event at the bottom.
This way, it’s easy to see the current status of a specific invoice, payment request, and incoming payments.
Here are some of the most common items you will probably come across in your timeline:
- Invoice created in Melio - an invoice was uploaded or created.
- Payment was scheduled - your payment request was seen and accepted by your customer.
- Payment started processing - Your customer paid the invoice and the payment is being processed by Melio.
- Payment was completed - processing ended successfully and the funds have been sent to your bank account.
- Invoice marked as paid - incoming payment was received and you marked the invoice as paid.
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 #”.
To resolve this issue, please contact support.
Here’s an example of the email notification:
Here’s what a failed payment looks like in:
In the email notification
Click Track payment to see it in the payment journey.
Get paid on your Melio account
Failed payments stay in the In-progress tab.
Under the Status column They are marked with a red dot and the label ‘Failed’.
Under the Amount column the amount is in red so as to stand out.
You can also filter the list to see all your failed incoming payments. Simply click the filter icon and select Failed from the dropdown list.
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:
Here’s what a canceled payment looks like in: