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RTP Payment from Bill.com cannot be traced to recipient...

3 points · submitted Oct 2025 by u/iamgettingbuckets · Advice

Vendor sends 2 invoices. Our firm uses Bill.com for payments. Connect with the vendor on Bill.com for payment.

Issue both payments which get sent from Bill to recipient via RTP.

Vendor claims they never received the payments. I get the disbursement info with trace number and send it to recipient bank, they say they can't locate it.

Bill.com says the funds cleared.

I have a feeling that vendor bank isn't doing their due diligence OR vendor had old outdated banking info (they claim they confirmed but I do not believe them tbh) in their Bill account. This is just speculation on my part based on my comms with vendor and the visibility I had with their bank.

How would you proceed?

4 comments · 100% upvoted · other discussions

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m5er 2 points · Oct 2025

What did your bank say? Shouldn't they be dealing with the recipient bank?

iamgettingbuckets [OP] 1 points · Oct 2025

The funds left our account via Bill.com. The money is firmly somewhere between Bill and recipient account.

ronreadingpa 1 points · Oct 2025

Have you paid that vendor via RTP in the past? Or first time?

Could be outdated info as you're suspecting or their Bill account was compromised. Also, if email is involved at any point during the payment process, business email compromise is another possibility.

For the future, verify new vendors / payment changes out of band (ie. phone call to a known contact) to be payment details are correct. Hopefully the money went somewhere that's recoverable.

Did Bill-dot-com simply provide RTP contact information? Or you sent the funds to Bill-dot-com first? If the former, your bank should be able to trace where the funds went. If the latter, Bill-dot-com should be able to. If unsure, contact both. Escalate to someone who understands and can help.

iamgettingbuckets [OP] 1 points · Oct 2025

Thanks. First time making a payment to this vendor but we did explicitly advise them that the payment would be coming via Bill, and asked them to confirm that they were in operating order of the Bill name that populated when we inputted the general business information into the platform. They confirmed and said they had taken a Bill payment as recent as July.

As far as your last question, the answer is the latter. Bill has provided a general trace. Sounds like I need to pound them for more.