If your buyer has already made a payment but continues to receive dunning emails from Mondu, this typically occurs because our system couldn’t automatically reconcile their payment with the corresponding invoice. Mondu’s payment allocation system relies on the correct payment reference being included with each transaction.
The required payment reference is clearly indicated on your buyer’s invoice. For successful automatic allocation, buyers should always use your merchant invoice number as the payment reference. When this reference is missing or incorrect, our system cannot match the payment to the outstanding invoice, resulting in automated dunning emails continuing to be sent.
Our Buyer Operations team regularly reviews unallocated payments and attempts to manually reconcile them. If your buyer is experiencing this issue, they can contact our team directly at payment@mondu.ai with proof of payment and the invoice details, and we’ll resolve the situation promptly.