In this article, you will find possible reasons why your payment has not been confirmed according to which VTEX branch the customer is invoiced by.

The payment must be identified within 48 working hours, and in case it has not been found, you must open a ticket with the necessary receipts and select the option Submit payment receipt.

Possible reasons for non confirmation of payment:

• Withholding certificates pending submission.
• The amount paid was different from the invoice value.
• Payment not found by the bank.

You must submit the bank receipt along with the withholding certificates.

• The paid amount is lower than the one charged on the invoice.
• Payment made by a CNPJ that is different from the one registered on the invoice.
• Payment made using a method other than the added one.

It is essential to submit the bank receipt.

• No payment was found by the bank.
• The amount at the bank is different from the one on the invoice.

For both cases, it will be necessary to submit the bank receipt.

• "Certificados de retención" pending submission.
• No payment was found by the bank.
• Different withholdings from those indicated on the invoice.

It is essential to submit the bank receipt and the details of the withholdings applied to the invoice.

If your admin access is blocked, you should, exceptionally, submit the necessary receipts to the VTEX branch email, from which you are invoiced.