If you accidentally sent your payment to the wrong merchant, raise a dispute on the related invoice(s) in the customer portal on the Overview page. When raising the dispute, select the reason “Transaction Paid to Client Direct”. Add any notes, in particular, the payment method and any identifiers that will make the payment easy to find.
It will help speed up the process if you contact the seller directly about the misdirected payment.
Once the seller confirms they have received the payment from you, and it settles in their account, they will approve the dispute, and the invoice will be marked as Paid Direct. You will receive an email notification once the dispute has been actioned.
Update Your AP System!
Once you have raised the dispute, be sure to update your AP system with the correct remittance information to avoid any misdirected payments in the future. The correct remittance details can be found on the first page of your invoice pdf.
