When you encounter this, the first thing to check is if your card was indeed charged for the transaction.
If there was no charge, then you can simply cancel your unpaid filing and refile it again on Taxumo. You can read more about how to do that in this article.
If you confirm that a charge was indeed made, contact us at firstname.lastname@example.org and we'll see how we can help.
When this happens, there are 2 possible reasons:
(1) The communication between the payment channel and Taxumo failed. This is something we can easily check as we would see the charge done on our payment channels but see that this wasn't reflected in Taxumo. We'll be able to help set that straight ASAP!
(2)The communication between the card acquirer and the payment channel failed. When this happens, checking our payment channels would also show that no payment was made. This means, unfortunately, that Taxumo can't do anything about it - we don't have a record of the transaction and we don't own the card to initiate a dispute for you. The best course of action would be to call your debit/credit card company and dispute the charge. At the same time, you can also cancel your unpaid filing and refile it on Taxumo. You can read more about how to do that in this article.
Communication failures and incorrect charges do happen not just in online payments but also in local POS payments - this is why a dispute process is made available by your card issuer. Fortunately, they happen quite rarely.