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Reinstating a Customer on Swifter
Reinstating a Customer on Swifter
Written by Treez Admin
Updated over a week ago

In the event a customer's payment for an order fails, due to insufficient funds, the customer will be 'suspended' on the Swifter network, and they will be unable to make any further transactions until they have successfully paid off the outstanding balance.

In the event of a failed payment, your customer will see this error screen when they try a new transaction.

You can follow this step-by-step guide to reinstate your customer:

In the merchant dashboard, go to the Customers Page and search for the customer's name.


Click on the customer's name and go to the associated Customer Details page. Check the status of the customer. If they have a failed payment associated to them, their status will be displayed as "SUSPENDED". (A regular customer with no failed payments will have the status of "ACTIVE").


Work with your manager and finance team to decide if you want to collect a payment from this customer with cash, or any other means. Once you have settled this issue operationally, you can ask Swifter to reinstate the customer.

  • Click on the link named 'Actions' in the left-pane of the Customer Details Page. There, you will see an option to "Reinstate Customer". Click on this link.

  • You will be taken to a page with a Reinstate Customer Form. Please fill out all the details on this form.

  • Once you submit this form, we will be in touch with you to let you know when we have reinstated the customer. At this point in time, we will not be informing the customer to let them know that their status has been reinstated. You may let the customer know that this issue has been resolved if you are communicating with them on this topic.

If you have any additional questions or would like to request any clarifications, please raise a support ticket and one of our Swifter team members will be in touch in about 24 - 48 hours.

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