Do not invent the invoice

Prepare an internal unresolved-receipt record that captures the provider reference, available payer information and the question requiring investigation. Keep that record separate from sales recognition or fulfilment decisions. The team should not create a fictional order merely to make the spreadsheet balance or disclose private account information in a public request for help.

Use the approved enquiry route

Identify who can ask the customer or provider for clarification and what evidence can be shared. Do not initiate a return to newly supplied details without following the applicable verified process. Tap Tap Go’s planned vIBAN and SEPA services are coming soon; handling unknown receipts would depend on the eventual provider arrangement and permissions.

Imagine this

An illustrative future scenario

Picture a future receipt with a reference that matches no open project. The business logs it as unresolved, checks its own records and asks an appropriate question through the supported channel. It waits for clarification before allocating the amount to a sale.

Make it practical.

Use this checklist as you read. Checks are not stored.

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