Today, we had a strange experience with CryptoCloud! A user had upgraded their account and initiated a transaction with USDT on 04/05/24 but only completed the payment on 04/08/2024 - it states that one must ensure to complete the transaction within 24 hours on the payment page, but such things can happen.
I wasn't sure what to do, so I reached out to their support. However, even though everything was resolved within just 10 minutes and the user is now a mentor group gold member, the whole thing seems a bit odd to me.
Below, I've copied the support logs to better understand the situation.
Hello,
Peter 09:24 AM (ME🙂
A customer of ours say he made a payment and provided this link
<<REMOVED>>
but I can't find this in the payment overview in our account with you
SUPPORT:
Checking please wait.
Text translated
ME:
sure
ME:
Can't you find it ?
SUPPORT:
<<URL>> The invoice is from the 5th, the payment was received on the 8th.
Text translated
ME:
okay, I see, but it was not credited to our account!
SUPPORT:
The funds are now credited to your balance.
Text translated
ME:
Yes now, but if the customer had not informed us and I didn't asked you, then the money were on your account and we had never received ?
Read
ME:
What I mean is, how can we be sure now that we get payment for the transactions our customers pay? what was the reason for this glitch ?
SUPPORT:
The invoice was not confirmed because the customer paid it after the invoice time expired.
ME:
Okay, that make sense, but what will happen if that happens again and I don't get informed by the customer... will you just keep the money then or will it be credited to our account at some point, after some time or something ?
SUPPORT:
In this case, the invoice will hang and will not be confirmed.
ME:
And you keep the money then and we will never know?
SUPPORT:
I'm clarifying the information
ME:
Thank you, please do so.. it is very important for us to know.
Otherwise we will need to know if it is possible to see such invoices somewhere so we can check this for unconfirmed payment.
SUPPORT:
Unfortunately, you will not be able to find out about the invoice that was not paid on time if the client does not write about it. The invoice that you sent for verification did not just hang up, and the payment was received only 3 days later.
ME:
We can't work with this.. we will need to find a different gateway then if possible. Not all will inform us like this and then the money is gone into your pockets and we will get bad reputation 🙂
SUPPORT:
The funds do not go to us. The transaction just freezes.
It is important for customers to understand that the invoice is paid within 24 hours. Otherwise, such a situation may occur.
ME:
okay, we don't get it closer, but you should take this further and ask you tech to implement something to avoid this.. it put a bad light on your company.
SUPPORT:
I will forward the information to the technical department and we will definitely try to come up with something.
Toggle signature
I wasn't sure what to do, so I reached out to their support. However, even though everything was resolved within just 10 minutes and the user is now a mentor group gold member, the whole thing seems a bit odd to me.
Below, I've copied the support logs to better understand the situation.
Hello,
Peter 09:24 AM (ME🙂
A customer of ours say he made a payment and provided this link
<<REMOVED>>
but I can't find this in the payment overview in our account with you
SUPPORT:
Checking please wait.
Text translated
ME:
sure
ME:
Can't you find it ?
SUPPORT:
<<URL>> The invoice is from the 5th, the payment was received on the 8th.
Text translated
ME:
okay, I see, but it was not credited to our account!
SUPPORT:
The funds are now credited to your balance.
Text translated
ME:
Yes now, but if the customer had not informed us and I didn't asked you, then the money were on your account and we had never received ?
Read
ME:
What I mean is, how can we be sure now that we get payment for the transactions our customers pay? what was the reason for this glitch ?
SUPPORT:
The invoice was not confirmed because the customer paid it after the invoice time expired.
ME:
Okay, that make sense, but what will happen if that happens again and I don't get informed by the customer... will you just keep the money then or will it be credited to our account at some point, after some time or something ?
SUPPORT:
In this case, the invoice will hang and will not be confirmed.
ME:
And you keep the money then and we will never know?
SUPPORT:
I'm clarifying the information
ME:
Thank you, please do so.. it is very important for us to know.
Otherwise we will need to know if it is possible to see such invoices somewhere so we can check this for unconfirmed payment.
SUPPORT:
Unfortunately, you will not be able to find out about the invoice that was not paid on time if the client does not write about it. The invoice that you sent for verification did not just hang up, and the payment was received only 3 days later.
ME:
We can't work with this.. we will need to find a different gateway then if possible. Not all will inform us like this and then the money is gone into your pockets and we will get bad reputation 🙂
SUPPORT:
The funds do not go to us. The transaction just freezes.
It is important for customers to understand that the invoice is paid within 24 hours. Otherwise, such a situation may occur.
ME:
okay, we don't get it closer, but you should take this further and ask you tech to implement something to avoid this.. it put a bad light on your company.
SUPPORT:
I will forward the information to the technical department and we will definitely try to come up with something.
Toggle signature
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Disclaimer: Nothing I say should be taken as tax, legal or financial advice. Anything I say is for general informational purposes only. Always seek independent professional advice.
