You lodged the claim, the customer has their system and your cash has not turned up. Here is a short triage to find out why.
Step 1: is the claim cleared?
Look at the claim status. If the STCs are not yet created, are pending, or have failed validation, payment will not follow until that is fixed. See why a claim fails validation.
Step 2: what was promised?
Find the trader’s stated settlement time and whether it runs from lodgement, from registry acceptance or from “sign-off”. If you are inside the window, it is not yet late. If you are outside it, move to step 4. Some traders pay in batches on set days, so check the cut-off.
Step 3: check your details
- Bank account name and number match what the trader has on file.
- ABN matches your registry and agreement details.
- Your accreditation is current.
- Any agent authority forms are in place.
An error here is easy to fix and easy to miss.
Step 4: ask in writing
Email your account contact: claim reference, date lodged, expected payment date, and a request for the status and reason for any hold. Ask for a date to be paid. This creates a record, which matters if you later need to escalate, see what to do when a trader owes you money.
Common reasons in a sentence
Incomplete paperwork, registry holds, mismatched details, batch cut-offs, or a slow trader. The full list is in STC payment delay reasons.
What to have ready when you call
Before you call, have the claim reference, the customer’s address, the date you lodged, the amount you expect, the settlement time you were promised and a screenshot of the status. A call with this information takes two minutes. A call without it turns into a search, and it is easy to be told someone will get back to you. Following up the call with an email summary creates a record of what was said.
What this means for installers
If your trader cannot tell you the status in one message, you have a process problem, not a one-off. See what to do when a trader pays late and the switching guide. Our how it works page lays out the sequence we use, and pricing shows the rate we lock on a complete claim.