Nobody from Monzo has told me that. The answer I have is “We are unable to see if the merchant has cancelled on our side.”
Exactly! That is what they are telling you.
If Monzo could see it on their side, you’d have had it back sooner.
If that’s what they meant it’s very obtuse language. Clearer language would have been “the merchant payment system did not send us a cancellation message”.
I have a Sage Pay transaction report from the merchant that says the payment was cancelled after 15 minutes.
What I don’t have is anybody at Monzo explaining what should of but didn’t happen, so that I can go tell the merchant. As far as the merchant is concerned the payment was cancelled and they have no technical details to give to their payment system provider otherwise.
Nor do I have an answer as to why this never happens with Apple Pay.
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