Documentation

Resolving Stuck Collections

Resolving Stuck Collections

Collections (repayments, deposits, and charges) can sometimes become stuck when the payment provider's response is ambiguous. This happens when the system cannot determine whether the customer actually paid or not.

When Collections Get Stuck

A collection becomes stuck in these situations:

  1. Payment Provider Timeout - The payment request timed out before receiving confirmation
  2. Provider Server Error - The provider returned an error that leaves payment status unclear
  3. Recording Failed - Payment was confirmed received but failed to record in Microbanking
  4. Unknown Error - An unexpected error occurred with ambiguous state

Before Resolving

Before resolving a stuck collection, you must manually verify the payment status:

  1. Log in to Symba Portal with a user account that is authorized to resolve stuck transactions.

  2. Check the payment provider's records to confirm whether the payment was actually received.

  3. Verify the account balance in Symba Microbanking:

    • For repayments: Check the loan account balance
    • For deposits: Check the savings account balance
    • For charges: Check the client's charge status

Resolution Actions

Once you've verified the payment status, choose the appropriate action:

Mark as Succeeded

Use this action when you've confirmed that:

  • The payment provider shows the payment was received
  • The customer has paid the amount

What happens:

  • The system attempts to record the payment in Microbanking
  • If successful, the transaction is marked as "succeeded"
  • If recording fails again, the transaction stays "stuck" with a CRITICAL alert

When this is appropriate:

  • Provider dashboard shows payment completed
  • Customer confirms they paid
  • Money is visible in provider account

Mark as Failed

Use this action when you've confirmed that:

  • The payment provider shows the payment was NOT received
  • The customer did NOT pay
  • Payment was declined or cancelled

What happens:

  • The transaction is marked as "failed"
  • No attempt to record in Microbanking (nothing to record)
  • Transaction is considered complete

When this is appropriate:

  • Provider dashboard shows no payment received
  • Customer confirms they did not complete payment
  • Payment was explicitly declined or cancelled

Steps to Resolve

  1. Navigate to the appropriate collection list:

  2. Find the stuck transaction in the list (status shows "stuck")

  3. Select the checkbox next to the stuck transaction

  4. Click the Resolve Stuck button in the action bar

  5. Review the resolution dialog:

    • Read the warning about verifying provider status first
    • Confirm you've checked the provider dashboard
    • Understand the consequences of each action

  6. Choose your action:

    • Click Mark as Succeeded if payment was received
    • Click Mark as Failed if payment was NOT received
    • Click Cancel to abort without changes

  7. Wait for confirmation:

    • Success message appears if resolution completed
    • Error message appears if resolution failed
    • Transaction updates to new status ("succeeded" or "failed")

Related Topics

Mark as Succeeded fails again

If you choose "Mark as Succeeded" and it fails again:

  • The transaction remains stuck
  • Check Microbanking API connectivity
  • Verify the loan/savings/charge still exists
  • Contact Symba Global Support if issue persists

Don't see Resolve Stuck button

The resolve button only appears when:

  • You have the appropriate authorization
  • You've selected exactly one transaction
  • The selected transaction has status "stuck"

Related Topics