A customer writes that they paid with BLIK, yet the order in your store admin is still waiting for payment. A BLIK payment missing in Poland from the store's point of view does not always mean the money stayed in the customer's account. BLIK is a Polish mobile payment method: the customer enters a one-time code from their banking app at checkout and approves the transaction in that app. Several parties are involved, and each one sees only its own part.
This guide covers the support side: the first reply, the details to collect, whom to ask and what to say. The route to the provider and back is mapped in our article on external payment in the customer journey. Here we start with the customer's first message.
First reply: accept the case, do not decide it
At the start you do not know whether the payment went through. Do not write "nothing has arrived, please pay again" or "everything is surely fine". Both replies settle the case without a check: the first can end in a second payment for the same order, the second in shipping an unpaid order. The first message should confirm the case is open, name the next step and ask only for what is needed to find the transaction.
"Thank you for letting us know. We will check the status of the BLIK payment for your order. Please send the order number, the approximate time of payment and the amount shown in your banking app. Do not send your BLIK code, bank login or password: we do not need them and we never ask for them. Until we have checked, please do not pay for this order again."
The last sentence of the template matters in practice. If the customer pays a second time, a missing payment case can turn into a double charge case, which follows a different path. Do not promise to extend a stock reservation without approval from the person in charge.
Bank, payment provider, store: who sees which status
When buying online, the customer selects BLIK, displays the code in the banking app, enters it on the payment page and confirms the transaction in the app. In a typical setup the store does not connect to the customer's bank but receives the status from the payment provider it has a contract with. That is why "money left my account" and "order paid" are two different facts from two different systems.
Scroll the table sideways to see all columns.
| Party | What it sees | Question you ask it |
|---|---|---|
| Customer and their bank | Confirmation in the app and account history | Was the transaction approved, and for what amount |
| Store's payment provider | Status of the transaction linked to the order | Does the payment for this order have a final status |
| Store | Order status in the admin panel | Does the order status match the provider status |
| Customer support | The ticket and details given by the customer | Do the collected details allow finding the transaction |
The BLIK FAQ states that a transaction complaint goes to the bank whose app was used for the payment, because that bank holds its details. It does not describe how a store receives status from its provider: BLIK FAQ.
What details to collect and what never to ask for
Finding the transaction usually takes a few details the customer knows without logging in anywhere. Ask for them in one message, as described in our guide to requesting missing details in one message. If the ticket comes from a different address than the order, first make sure you are talking to the order owner, following the rules for verifying a customer before sharing details.
- Order number or the email used for the purchase
- Date and approximate time of payment
- Amount shown in the banking app
- Transaction status in the app, described in the customer's words
- Whether the customer retried the payment and how many times
Never ask for the BLIK code, login, password, PIN or a full account statement. The code is single-use and valid only briefly, so it adds nothing to the check, and phishing for fresh codes is a common part of the scams banks warn about. Accept a screenshot only when it genuinely helps, and ask the customer to hide the account number and balance. If the customer pastes confidential data anyway, follow the steps for sensitive data in chat.
The BLIK FAQ says a code is valid for 2 minutes, and PKO Bank Polski advises treating the code like cash and never passing it to strangers. These are rules for users, not a store procedure: PKO Bank Polski.
Checking the status step by step
The company decides who has access to the payment provider's dashboard. If it is not you, hand them the full set of details.
- Find the order.Check the order status in the store and whether a BLIK payment attempt is attached to it.
- Check the provider status.Someone with access finds the transaction in the provider's dashboard and records its status and ID.
- Compare with the customer's details.Match the amount and time with what the customer sees in the banking app. A different amount or day may mean a different transaction.
- Count the retries.If the customer paid several times, check how many attempts succeeded and how many failed or are incomplete.
- Choose the next step.Assign the case to one of the three outcomes below and record it in the ticket together with the time of the check.
Do not match a transaction by amount and time alone. When there is no ID that clearly links the payment to the order, hand the case to the person responsible for payments and tell the customer the check is in progress.
Three check outcomes and a reply for each
The provider confirms the payment, the order is not marked as paid. The problem sits with the store or the integration, not the customer. Template: "We have checked the payment: the provider confirms it for your order. We will correct the status on our side and let you know when the order moves to fulfilment. You do not need to do anything or pay again." Report it to the integration owner.
No transaction, or a rejected status. The store has not received the payment. Template: "The payment provider shows no approved transaction for this order. If your banking app shows a debit, please contact the bank whose app you used, as it holds the transaction details. To pay again, reply and we will send the payment details." Do not imply that the customer made a mistake.
Pending or unclear status. Do not guess the outcome. Template: "The provider shows a status for this transaction that is not final yet. We will check it again and get back to you. Until then, please do not repeat the payment." Give the time of the next check only if someone will actually carry it out.
If the customer paid twice, one payment will need a refund; see our guide to a refund that is still pending.
Recording the case and handing it to the right person
The ticket record should let the next person continue without asking the customer again. Enter the order number, amount, time, transaction ID, its status, the time of the check and what the customer has already been told.
In Meetlead customer support, a chat conversation or offline form creates a ticket with history, internal notes, assignment and statuses, including waiting for the customer. A note with a mention passes the case to the payments person. Meetlead does not connect to the bank or the payment provider, does not read transaction status and does not issue refunds.
Agree in advance who owns payment cases and how fast they reply. The handoff package and urgency criteria are described in our guide to ticket escalation. When several BLIK tickets arrive within a short time, treat them as a sign of a possible integration fault rather than a series of individual customer mistakes.
Customer questions about BLIK payments
Can the store cancel or reverse a BLIK payment? Support does not reverse transactions in the customer's bank. If an approved payment is not used for the order, or the order was paid twice, the store issues a refund under its own rules and the provider's terms. A complaint about the transaction itself goes to the bank whose app the customer used.
Should the customer send the BLIK code to help find the payment? No. The code is single-use and does not identify a transaction afterwards. The order number, amount and time are enough. If someone posing as the store asks for a code, the customer should end the conversation and use the contact details on the store's website.
