A Charge in XanPay is created when a user is shown payment instructions. Charges are always created in Pending status.
Charge status is changed to Completed when the transfer is detected in the recipient's account. This is done via our auto-matching technology in the back end.
Charge status changes to Expired if a certain amount of time has elapsed and yet the transfer has not been detected.
If a user is able to demonstrate that a transfer has been completed, even though the charge is expired, you can send proof at https://dashboard.xanpay.com/support/issue/charge and our team will assist you.
Alternatively, the customer can go to our customer support service and create a ticket for the appropriate charge. If they attach a proof of transfer, and our support team will assist them as appropriate.