A buyer has paid us directly, instead of to Mondu. What should I do?

If a buyer paid you instead of to Mondu, you can report this directly in the Merchant Portal. When you report the total paid  amount to Mondu, the buyer automatically receives a payment confirmation. You withhold the reported payment, and Mondu nets the amount from the next payout. This deduction is transparently displayed in the next payout report, allowing you to track all adjustments.

To report a buyer payment in the Merchant Portal, follow this process:

1. Open the “Invoices” tab on the left side of the portal
2. Click on the invoice for which you want to report a buyer payment
3. Click on the three dots at the top right and select “Report buyer payment”
4. Enter the payment amount
5. The invoice will be reduced by the submitted amount. With a full payment, the invoice status will change to “Completed”