As the owner of the payment collection process, Biller requires your customer, the buyer, to submit the payment to us directly. However, it's possible that the buyer may have accidentally transferred the payment to you instead. If this occurs, there are a few different ways to resolve the issue.
One option is to refund the Biller order through your order management system. Alternatively, you can use the 'Paid to Seller' button in the Seller Portal. In either case, you can keep the payment from the buyer and we'll make sure that our payout to you is collected on the next settlement report.
Another option is to refund the amount you received back to the buyer and ask them to send the payment directly to Biller using the bank account details provided in the payment request.