Release decisions depend on receiving a payment receipt confirmation. Something the sales team has heard is not a basis for release. Business and finance managers at Colombian importers should first establish a confirmation file, then decide which payments can proceed to release and which still need follow-up.
This article breaks confirmation handling for local contracts and payments into three steps: confirmation, follow-up, and sign-offs. Staff can follow them for each order. Commercial arrangements remain subject to the contract terms. Banking and foreign exchange matters should follow current official guidance.
The return and release actions described here are Starvia's operational recommendations. They do not present internal company procedures as mandatory local requirements. Matters within the authority of government agencies must be confirmed by the responsible local party.
Base Release Decisions on Written Confirmation First
After receiving funds, finance should first obtain written confirmation from the bank or customer and check its amount, currency, payer, and order reference before updating receipt status. If there is only a verbal statement or chat message saying "paid," mark it pending confirmation and follow up for the written confirmation. Do not authorize release on that basis.
If a confirmation screenshot lacks key information, retain the original message and request a retrievable document from the bank or customer. Do not fill in an order number because the amount is close. Enter the check results in the payment receipt-to-order matching record for business staff to review.
How to Follow Up When Confirmation Is Missing
If funds have not arrived or confirmation has not been received, finance should follow up with the bank or payer at the agreed intervals, recording the time and response for each attempt. Enter the next confirmation checkpoint on the order page. If a response is overdue, escalate to the business manager for direct clarification with the customer.
When confirmation arrives, first check whether it matches the payment in transit, then close the follow-up record. Retain the complete follow-up history to explain differences in release timing. Vehicles still awaiting confirmation remain pending verification and must not be released.
Who signs off on payment receipts?
Confirmation handling proceeds through the following four items, retaining originals and sign-offs for each.
| Aspect to verify | Standard that must be satisfied to proceed | Situations that trigger a hold | Role that is accountable |
|---|---|---|---|
| Original payment receipt confirmation | The confirmation can be linked to the vehicle or order, and its submission time is retained | Request the original if the source of a screenshot or forwarded copy is unclear | Contract reviewer |
| Payment receipt-to-order matching record | The amount received and currency match the confirmation and order | Check bank records first if the amount or associated vehicle or order does not match | Finance reviewer |
| Confirmation follow-up record | Follow-up times, responses, and the next checkpoint are documented | Do not update release status before confirmation arrives | Contract reviewer |
| Release decision form | The release scope and supporting confirmation are specified | Do not release based on verbal notice before written confirmation arrives | Payment approver |
After finance signs off on receipt, business staff check the release conditions. The payment approver releases only the scope supported by a confirmation. "The customer says the funds have arrived" cannot replace the supporting evidence on the release decision form. Keep the matter pending verification until that evidence is complete.
How to Hand Off Confirmation Records
After release is completed, retain the confirmation index, receipt date, and release scope on the order page. If some payments within the same batch of orders remain unconfirmed, release only the confirmed portion. Keep unconfirmed vehicles pending verification and identify the person taking over.
If confirmation information is corrected later, add an explanation to the original matching record without overwriting the original determination. Create confirmation files for new orders using their new receipt records. Historical confirmations are for reference only.
Recheck confirmation before handover
This recheck covers only the same incoming payment. Update release status only when the bank record, payment receipt confirmation, and release decision form all point to the same order and amount. If any record is missing, keep the hold in place and specify what is missing.
Continue following up on payments without confirmation. Record the follow-up results before deciding the next step. These release practices follow Starvia's order management recommendations and do not replace determinations by local banks or regulators.
FAQ
A Colombian customer verbally says payment has been made. How soon can we release the vehicles?
Do not release before written confirmation arrives. Finance should first verify receipt through the bank or request the customer's confirmation. Update status only after the confirmation's amount, currency, and order reference match. Verbal notice serves only as a lead for follow-up.
Can we release the entire order if the confirmed amount is less than the order amount?
No. Release the portion corresponding to the confirmed amount. Keep the shortfall pending verification and continue following up. Clearly document received and outstanding amounts in the payment receipt-to-order matching record. The unconfirmed portion must not be released with the entire order.
What if repeated follow-ups produce no confirmation and the order remains open?
Retain the time and response for every follow-up, escalate to the business manager for direct clarification with the customer, and document the reason for escalation on the order page. Release status stays unchanged until confirmation arrives. Failure to obtain a response does not justify treating payment as received.
What should we do if the payer's name is unreadable in a confirmation screenshot?
Do not update receipt status yet. Request a complete, retrievable document from the bank or customer. Once the information is complete and matches the order, have the finance reviewer sign off, then file the original confirmation under the corresponding order.
Concerning payment receipt confirmations in a Colombian order, submit the vehicle or order identifier, available materials, and questions requiring confirmation through the Starvia contact page or WhatsApp. Then use this article's table to check available vehicle inventory and export documentation item by item.
Sources: Colombia's DIAN customs services page; Starvia purchasing FAQ. This article provides methods for keeping order records and communicating about contracts and payments in Colombia. It does not constitute local legal, tax, customs clearance, or technical conclusions, nor does it guarantee market eligibility, delivery timelines, warranty coverage, selling prices, or business results. Information checked on: 2026-09-07.