Why has my payment not arrived?
The article gives context to our most common issues relating to why a payment might not have been processed.
Before submitting a ticket, please ensure you have thoroughly reviewed the following key details related to your trade
Outlined below are the primary factors that may lead to delays in the processing of your payment.
Payment Date
STX typically processes payments on the last day of the agreed payment window. Please note that, depending on your bank’s processing times, payments initiated by STX may not be reflected in your account immediately, especially if you check your balance early in the morning. We recommend waiting until at least one business day after the payment due date before submitting a ticket for a missing payment.
Confirming Delivery
The majority of STX’s contracts specify that payment will be made a set number of business days after delivery has been confirmed. In the event that delivery is delayed or acceptance occurs several days following receipt of the invoice, payment scheduling will reflect the actual acceptance date. Kindly verify the delivery confirmation date to ensure payment is not still within the anticipated processing period.
Verifying Your Bank Details
If your organization has not recently conducted transactions with STX or has updated its bank account information, please be aware that payments may be processed using previously provided bank details. If you know of any recent updates or changes to your company’s banking information, submit a ticket so that we can provide guidance on updating your records to avoid payment misdirection.
Invoice Details
Prior to submitting, carefully verify that the correct STX entity, registered business address, and Purchase Order Number (if applicable) appear on your invoice. Accurate invoice information is essential for prompt processing and compliance with our internal controls. Invoices containing any discrepancies will be rejected, and notification will be sent to the originating email address.
Payments cannot be processed until the contract has been fully executed and any applicable objection period has elapsed.
To help us process your invoice without delay, please take a moment to double-check the information above before creating a ticket. If your payment is overdue beyond the timelines outlined, kindly let us know here so we can support you right away.