What should the seller do if they are unable to receive payment normally after the buyer has paid?
When the buyer has made the payment but the seller has not received the funds as expected, this may be due to one or more of the following reasons (including but not limited to):
1. The buyer included sensitive information in the payment note, causing the seller's payment account to trigger risk control.
If the buyers includes sensitive words in the payment note, it may trigger risk control on the recipient's payment account and affecting the completion of the transaction:
If the funds have been returned: We recommend that the buyer use another real-name payment account under their own name to make the payment again, and avoid including any sensitive information.
If the funds have not been returned: Please contact the corresponding receiving platform to verify a refund is possible.
2. Alipay delayed settlement
In some cases, Alipay may delay the arrival of funds due to risk control measures, but this will not result in any loss of funds:
Order in progress: We recommended that the seller able to contact the buyer to negotiate a refund and cancel the order.
Order completed: We recommended to patiently waiting for the funds to be settled automatically.
3. Funds are frozen after the seller received payment.
When funds are frozen by a third-party payment channel (such as Alipay), the following situations may occur:
Page shows Delayed settlement: Please be patient while the system automatically settles the fund. Once settled, the funds will be unfrozen and available for use.
Account functions are frozen: We recommended contacting Alipay customer service as soon as possible to understand the reason for the freeze and the unfreezing process, and actively cooperate to resolve the issue.
For more details, please refer to: How do I raise a dispute when using P2P trading?