The buyer says they paid, but the money isn't there

Short answer: trust your shop's banking app, not the slip. Look for the amount around the time the buyer says they paid. If the money really isn't there, ask for the slip and check its reference, time and receiving account, then reply politely. Don't pack until the money is in.

Check in this order

1. Open the shop's banking app and look for the bill's exact amount around that time. PromptPay transfers usually arrive almost at once.
2. Ask for the slip and read the receiving account name. The buyer may have paid an old PromptPay number of yours, or another saved account.
3. Check the amount on the slip. If it doesn't match, see paid too little or too much.
4. Check the reference and time. A reference you've seen before is a duplicate (duplicate slips); a slip with no real transaction may be fake (spotting fake slips).

Replies (Thai)

Money not seen yet:

ขอบคุณที่โอนมานะคะ 🙏 ร้านยังไม่เห็นยอดเข้าบัญชีเลยค่ะ รบกวนส่งสลิปให้ดูหน่อยได้ไหมคะ เดี๋ยวร้านเช็คให้ทันทีเลยค่ะ

"Thanks for paying 🙏 We can't see it in our account yet. Could you send the slip? We'll check straight away."

Paid into another account:

ร้านเช็คแล้ว ยอดนี้โอนเข้าบัญชีอื่นนะคะ 🙏 พร้อมเพย์ของร้านอยู่ใน QR ล่าสุดค่ะ ถ้าโอนผิดบัญชี ลองติดต่อธนาคารของคุณลูกค้าเพื่อขอความช่วยเหลือนะคะ

"We checked: this went to another account 🙏 Our PromptPay is in the latest QR. If it was sent to the wrong account, your bank may be able to help."

How Nava helps

In Nava every bill has a QR with the shop's own PromptPay and the exact amount, so a wrong account or wrong amount is less likely. Slips are checked against bank data: receiving account, amount and reuse. If no slip passes but the money is in the banking app, the shop owner can tap "confirm payment yourself"; it's recorded with her name, and the order says the shop confirmed it, not the bank. Nava is in a private pilot and opens to everyone in February 2027.