Your supplier says the payment has not arrived.
A sent payment and a credited supplier account are not the same thing.When a supplier says funds have not arrived, the next job is to collect usable proof and decide whether the payment needs a trace.
For UK businesses paying overseas suppliers, this usually becomes a proof problem before it becomes a dispute. The supplier may need a reference they can give their bank. You may need evidence from your bank or provider that shows the payment was actually released into the payment chain.
What proof to request
Ask for a payment confirmation with the sender, beneficiary, amount, currency, value date, references, beneficiary bank details, and any available SWIFT or ISO 20022 message reference. If an MT103, PACS.008, UETR, or equivalent trace reference exists, request it.
What proof does and does not prove
Proof can show that the payment was sent or released. It does not always prove the supplier has been credited. The payment can still be in transit, delayed by an intermediary, or held by the beneficiary bank.
What to do with the proof
Send the proof to the supplier in a form their bank can use, not as a vague screenshot with missing references.Ask the supplier to check with their bank using the exact references, credited name, amount, and currency, because beneficiary-side matching issues are common.
When proof becomes a trace
If the supplier bank cannot locate the funds using the references, ask your bank or provider to start a trace or investigation.At that point the case needs ownership: where it was sent, where it last appeared, and what party is responsible for the next update.
Proof is not the end of the problem. It is the evidence that tells you where to push next.