Overview of the merchant's response flow
When a customer contacts you saying "I transferred the money but it isn't reflected," please respond in the following order.
| Step | Action |
|---|---|
| STEP 1 | [Merchant] Check the "correct account number and amount" in the transaction details on the dashboard |
| STEP 2 | [Customer] Have them check the "account number and amount they actually transferred to" using their statement |
| STEP 3 | Cross-check the correct information against the actual transfer details |
| STEP 4 | If it was wrong, have the customer perform the "recall" themselves |
Please note first
Very often, customers are convinced that they "must have transferred to the correct account."
In reality, they may have transferred to an account from a past order or to a different account number, so the key point is to advise them to cross-check against the statement (the actual record), not from memory.
(Background) What is a "recall" (kumimodoshi)?
A "recall" (kumimodoshi) is a procedure in which, when money has been transferred to the wrong account number or in the wrong amount, the person who made the transfer (the customer) asks the financial institution they used to retrieve the transferred money.
Point to convey
A recall can only be requested by the party who made the transfer (the customer).
Since neither KOMOJU nor the merchant can cancel it, please clearly convey that the customer must request it from their financial institution themselves.
STEP 1: Check the correct account number and amount
First, on your dashboard under "Transactions > Transaction details," check the correct transfer destination account number and amount issued by KOMOJU for this order. You will cross-check this information against the transfer details you hear from the customer.
| Where to check | What to check |
|---|---|
| Dashboard (Transactions > Transaction details) | Please check the "transfer destination account (bank name, branch name, account number, amount, payment deadline)" shown in the transaction details. |
Note
The information shown in the transaction details on the dashboard is identical to the information on the order completion screen and the guidance email sent to the customer.
Therefore, merchants can use the transaction details as the reference for the "correct information."
Please also note
The transfer destination account is issued individually for each order.
An account number used for a past order, or an account number for another company's service, cannot be used. Please check whether the customer transferred to the account number issued for this order.
STEP 2: Have the customer check the account number and amount they actually transferred to (most important)
Next, have the customer check the account number and amount they actually transferred to.
This is the most important point in the cross-check. Please advise them to confirm using the actual record in their transfer statement / transfer history, not from memory.
■ If they transferred via ATM or at a counter
The "transaction slip (transfer receipt)" in their possession shows the destination bank name, branch name, account number, and amount. Please advise them to check the contents of this slip.
■ If they transferred via internet banking or a banking app
This can be checked from each financial institution's "transfer history" or "transaction record." Depending on the customer's financial institution, please point them to the official pages below.
Note: The pages below are provided in Japanese by each financial institution. If needed, please advise customers to use their browser's translation feature (e.g., Google Translate) or contact their financial institution directly.
| Financial institution | How to check transfer details / history (official page, in Japanese) |
|---|---|
| Japan Post Bank (Yucho) |
Re-displaying remittance results (PC version) Re-displaying remittance results (smartphone version) |
| MUFG Bank | How to check transfer details made via Mitsubishi UFJ Direct |
| SMBC (Sumitomo Mitsui Banking Corporation) | SMBC Direct: Checking transfer details |
| Mizuho Bank | Check / print transfer details in Mizuho Direct |
| Rakuten Bank |
How to check deposit/withdrawal statements How to download deposit/withdrawal statements |
| PayPay Bank |
How to check transaction details for a savings account Information inquiries (transfer detail inquiry) |
| Other financial institutions | Please advise them to check from menus such as "transfer history," "deposit/withdrawal statement inquiry," or "transaction record" at their financial institution. |
STEP 3: Cross-check the correct information against the actual transfer details (checklist)
Based on STEP 1 (the correct information) and STEP 2 (what was actually transferred), please confirm the following three points.
| Item to check | Specific check details |
|---|---|
| 1. Destination account number | Does the account number they actually transferred to completely match the "KOMOJU-specified account number" issued for this order? (Have they not mixed it up with a past order or another company's account?) |
| 2. Actual transfer amount | Is it accurate to the yen? (If it differs by even one yen, the payment will not be reflected.) Have they deducted the transfer fee? Have they combined multiple orders? |
| 3. Transfer date/time and deadline | Did they complete the transfer within the validity period? Is it a delayed arrival due to being outside bank business hours? |
Branching by cross-check result (merchant's judgment)
・If the account number and amount match → It is not a transfer error. It may be a delay in the payment being reflected, so please see "If there is no transfer error" below.
・If the account number or amount differs → It is a transfer error. Please guide the customer to the "recall" in STEP 4.
STEP 4: If it was wrong, ask them to perform a "recall"
If the cross-check reveals that "the account number or amount differs (i.e., the transfer was made in error)," please guide the customer to perform the recall using the following steps.
-
Have them prepare the transfer details on hand
- Have them confirm the transfer statement (image or PDF), the transfer date, the transfer amount, and the destination account number.
-
Have them request a "recall" from the financial institution they used for the transfer
- Have them make the request via the method specified by their financial institution, such as at a counter, by phone, or via internet banking.
- Have them state, "I entered the wrong destination account number (or amount), so I would like to request a recall."
-
Have them complete the procedure following the financial institution's guidance
- A recall may incur a prescribed fee.
- Depending on the status of the recipient's account, the refund may take several days to several weeks.
-
After confirming the refund, have them transfer again to the "correct KOMOJU-specified account"
- After confirming that the funds have been returned via the recall, have them transfer the exact amount to the correct account number issued for this order.
- If the payment deadline has passed, the merchant may need to take action such as reissuing the order.
Points to note when guiding the customer
・Because a recall is a procedure of the financial institution, the fee, required time, and request method differ by institution. Please tell them to contact their financial institution for details.
・A recall may not be possible for reasons such as the recipient's consent not being obtained.
・As a rule, KOMOJU and the merchant cannot handle refunds of funds transferred in error.
If there is no transfer error
When the account number and amount are both correct, the payment is normally cleared (captured) automatically by the system and reflected.
However, even with correct transfer details, the payment may not be reflected automatically in the following cases.
| Case where it is not reflected | Details / What to do |
|---|---|
| 1. Transfer made after the payment deadline | A payment made after the payment deadline will not be reflected automatically. In this case as well, the customer needs to perform the recall procedure following the steps above. |
| 2. Transfer made outside the financial institution's business hours (weekends, holidays, etc.) | If the transfer is made outside the financial institution's business hours, receipt and reflection may occur on or after the next business day. (Business hours differ by financial institution.) |
If none of the above applies and the payment is still not reflected despite correct transfer details, please request an investigation using the following steps.
- Obtain the "transfer statement (image or PDF)" from the customer.
- Request an investigation via the contact form, attaching the statement.
- For the inquiry type, please select [Check the customer's transfer status].
- We will check the payment data and link it to the order (clearing).
Advice for merchants (preventing recurrence)
Most transfer errors are caused by "combining multiple orders" or "reusing a past account number."
By clearly stating in your guidance to customers that "a dedicated account is issued for each order, so combined payments are not possible" and "please be sure to check the account number before transferring," you can significantly reduce the occurrence of recalls and support costs.