Background
The tables below describe the timings and the different transaction statuses for the most common type of scenarios.
Money into a wallet
| Scenario | Timings to credit the Customate wallet | Possible different statuses |
|---|---|---|
| Open banking transfer to Wallet | The relevant Customate wallet be credited by the amount of the transaction, typically within 15 seconds, if the transaction with the users external bank was successful | The transaction is initially marked in a PENDING state (i.e. wallet not credited) until actioned by the payer at which time the status is set to SUCCESS (i.e. wallet credited) typically within 15 seconds. If the input data is invalid, the payer failed to authorise the payment with the bank, the payment was rejected by the bank, or an unexpected status was received, the status is set to FAILED and wallet is not credited (typically within 15 seconds.) If the payer cancels the payment, the status is set to CANCELED and the wallet is not credited (typically within 15 seconds.) |
| External bank transfer to a Wallet (faster payments or SEPA) | The relevant Customate wallet will typically be credited by the amount of the transaction within 1 hour of the external bank sending the funds, during business days. | The transaction is initially set to SUCCESS (i.e. wallet credited) typically within 1 HOUR of the transaction being initiated at the external bank. |
| Direct debit to a Wallet | The relevant Customate wallet be credited by the amount of the transaction, on exactly 7 days of the transaction being initiated, if the transaction with the users external bank was successful. |
Money between wallets
| Scenario | Timings to credit the Customate wallet | Possible different statuses |
| Wallet to Wallet | The relevant Customate wallet will be reduced immediately by the amount of the transaction but the corresponding wallet will not be credited for 5 minutes. | The transaction is initially immediately marked in a PENDING state (and wallet is reduced by the amount of the transaction) or will immediately be set the FAILED if there are insufficient funds in the wallet to support the transaction. A user can CANCEL the payment up to the execution date 5 minutes after creation providing status was still in PENDING state, at which time the status will be set to CANCELLED and the wallet will be refunded the amount of the transaction. After 5 minutes, the status is set to SUCCESS. |
Money out of a wallet
| Scenario | Timings for the external bank to receive the funds | Possible different statuses |
| Wallet to external bank | The relevant Customate wallet will be reduced immediately by the amount of the transaction. The external bank will typically receive the funds within 1 hour of the transaction being initiated, during business days. | The transaction is initially immediately marked in a PENDING state (and wallet is reduced by the amount of the transaction) or will immediately be set the FAILED if there are insufficient funds in the wallet to support the transaction. A user can CANCEL the payment up to the execution date 15 minutes after creation providing status was still in PENDING state, at which time the status will be set to CANCELLED and the wallet will be refunded the amount of the transaction. Once we communicate the transaction with our banking partners, the status is set to PROCESSING (typically within 1 HOUR). Once we receive acknowledgement from our banking partners of submission of the transaction to the external bank, the status is set to SUCCESS. If the connection to our banking partners fails, status is set to FAILED (typically within 1 Hour). A REFUND transaction will be created if we receive a refund (for an executed transfer) from the external bank. |
Process flow
Some payments require time for processing. Direct Debit payment, for example, will be marked as successful only after a number of days. In order to respond on time to the changes in the payment status, the client must necessarily include webhook events processing in his integration:
Processing time 1