When a disbursement enters a stuck state, it requires manual verification and resolution. A disbursement becomes stuck when the transfer result is unclear, typically due to network issues or payment provider errors.

Understanding stuck disbursements

A disbursement can become stuck in the following situations:

1. Network timeout - The request was sent to the payment provider, but no response was received
2. Payment provider server error - The payment provider returned an error that doens't specify if the transfer was processed
3. Rollback failure - The transfer failed, but the automatic undodisbursal (reversing the loan from "active" back to "approved" status) failed

Why manual resolution is necessary

When a disbursement is stuck, the system cannot automatically determine whether:

• The money was successfully transferred to the recipient
• The money is still held in the organization's account
• The loan needs to be reversed from "active" back to "approved" status

Manual verification with the payment provider is required to determine the actual state before taking action.

Prerequisites

• You must be authorized to Resolve Stuck Disbursements
• Access to the payment provider's transaction records or support system

Steps to resolve

1. Log in to Symba Payments with a user account that is authorized to Resolve Stuck Disbursements
2. Navigate to the Disbursal page
3. Locate the stuck disbursement in the disbursements list
   • Stuck disbursements have a status of stuck
   • The status message will indicate the reason (e.g., "Network timeout", "Server error", "Undodisbursal failed")
4. Click the Resolve button for the stuck disbursement
5. Verify with the payment provider:
   • Log in to the payment provider's portal
   • Search for the transaction using the disbursement ID or reference number
   • Determine if the transfer succeeded or failed
6. Verify the loan status in Symba Microbanking:
   • Navigate to the loan details in Symba Microbanking
   • Check if the loan status is "Active" or still "Approved"
7. In the resolution dialog, choose the appropriate action:
   • Mark as Succeeded - If you verified the transfer completed successfully and the loan should remain active
   • Mark as Failed - If you verified the transfer did not complete and the loan should be reversed to approved status
8. If you choose Mark as Failed, the system will attempt to undo the disbursement in Symba Microbanking
   • If undodisbursal succeeds, the disbursement will be marked as failed and the loan reversed to "approved" status
   • If undodisbursal fails, the disbursement remains stuck and requires escalation to Symba Global Support

Verification checklist

Before resolving a stuck disbursement, verify:

• ✅ The transaction ID matches between Symba Payments and the payment provider
• ✅ The amount matches exactly
• ✅ The recipient phone number or account is correct
• ✅ The payment provider shows a clear success or failure status
• ✅ If marking as succeeded, confirm the recipient received the funds and the loan is active in Symba Microbanking
• ✅ If marking as failed, confirm no money was debited from your organization's account

Understanding the consequences

When you mark as succeeded:

• The disbursement status changes to succeeded
• The loan remains in "Active" status in Symba Microbanking
• No changes are made to the loan balance or repayment schedule
• This is appropriate when money was transferred but the callback was lost

When you mark as failed:

• The system attempts to undo the disbursement using the Symba Microbanking API
• If successful:
  • The disbursement status changes to failed
  • The loan is reversed from "Active" to "Approved" status
  • The loan can be disbursed again
• If undodisbursal fails:
  • The disbursement remains stuck
  • A critical alert is generated
  • Manual database intervention is required

Escalation

If the disbursement remains stuck after resolution attempts, or if you encounter an undodisbursal failure:

1. Document the following information:
   • Disbursement ID (UUID)
   • Loan ID
   • Transaction reference from the payment provider
   • Screenshots of the payment provider's transaction status
   • Screenshots of the loan status in Symba Microbanking
   • Amount and recipient details
2. Contact Symba Global Support with this information
3. Do not attempt to manually adjust the loan status or balance without guidance from Symba Global Support

Best practices

• ✅ Always verify with both the payment provider AND Symba Microbanking before resolving
• ✅ Document your verification steps and findings
• ✅ When in doubt, consult with a supervisor before marking as succeeded
• ✅ If the provider shows the transfer as pending, wait before resolving
• ❌ Never mark as succeeded without confirming the recipient received funds
• ❌ Never mark as failed if money was actually transferred

Related Topics

• Monitoring disbursements
• Refreshing status