Bank transfer payments: confirm receipt before releasing goods

Confirm a customer's bank transfer in your own banking records before releasing an order that requires prepayment. Match the received amount and reference to the order. A screenshot or "payment sent" message can help trace a transfer, but it doesn't establish that the money has arrived in your business account.

Use the same check for collection, delivery and remote orders. It doesn't replace an existing approved credit arrangement where you've agreed to supply before payment.

Use your own banking channel

Open the bank app or site you normally use, through your own bookmark or installed app. Check the relevant business account and the status of the incoming entry. Don't use a link supplied in a buyer's payment message to log in or "release" funds.

Avoid promising a universal transfer time. Banks can apply different processing, security or availability conditions. If a receipt is missing, use your bank's support process and the sender's transfer reference to investigate rather than relying on an expected arrival minute.

1. Order recordConfirm the amount due and the agreed payment condition.
2. Buyer's adviceKeep the transfer reference as tracing information. Treat a screenshot as customer-supplied evidence.
3. Your bank recordFind the actual incoming entry in the correct account and check its status.
4. AllocationMatch amount, reference and payer explanation; record any remaining balance.
5. Release decisionRelease under the agreed terms only after the required checks, or hold with a clear next action.

Original ASBG process diagram. Read in order; no animation or colour interpretation is needed.

Match the payment, not just a similar amount

Several customers can owe the same amount. Check the order reference and payer name together. A company account paying an employee's order may have a reasonable explanation; record and confirm it rather than guessing. Keep the bank reference attached to the allocation so it cannot be reused for a second order.

In a fictional example, order B-204 is $740. A matching bank entry shows $700 received. The outstanding balance is $40. Record $700 against B-204 and keep $40 due. Marking the whole order paid because the buyer sent a $740 screenshot would conceal that gap.

Handle an unrecognised or extra payment carefully

If the bank entry doesn't match an order, keep it unresolved and ask the customer for a reference through the established conversation. Don't share a full account screenshot containing other customers' transactions.

Scamwatch identifies overpayment-and-refund requests as a warning sign. If someone asks you to send an unexpected excess to a different account, pause and contact your bank through its usual channel. A visible incoming entry should not be treated as a reason to bypass fraud checks or assume funds can never be reversed.

Make the handover clear

Tell the customer: "We haven't matched the payment in our account yet. We'll confirm the order once it arrives and the reference matches." If there is a partial payment, state the amount received and balance due without implying dishonesty.

Attach the received amount to the original invoice or order. The invoice guide covers the document, while the bookkeeping routine covers the ongoing bank check. Use the payment-method worksheet if manual transfers are creating a recurring bottleneck.

Key takeaways

• Verify receipt through your own banking channel.
• Match the amount and reference to one order, including partial payments.
• Escalate unexplained overpayments rather than making a rushed refund.

Where to get help

• Scamwatch: buying and selling scams