# NLP-4821: payment.settled webhook never received

Reporter: support@maisonverte.example (Maison Verte marketplace, merchant `mer_A7K3P2Q9`)
Opened: 2026-09-12 16:41 UTC
Priority: P2 (finance blocked)
Assignee: platform support rotation

## Merchant's message

> Hi, our finance team is closing the week and one payment is missing from settlement. Payment `pay_5Rt8kM2xQ7wL9nB4`, captured on Wednesday 10 September around 09:15 UTC, 340.00 EUR. We received the `payment.authorized` and `payment.captured` webhooks a few seconds apart, both verified fine. According to your docs we should get `payment.settled` at T+2, so Friday. Nothing arrived, and the payment is not in the settlement report in the dashboard either. Our endpoint has been up all week, no errors on our side. Can you check what happened on yours?

## Support first-line notes

- Merchant dashboard: payment shows status `captured`, captured 2026-09-10 09:15:31 UTC, EUR 34000. Settlement: none.
- Webhook delivery log in the dashboard: 2 deliveries, both 200. No failed deliveries for this merchant this week.
- Checked `settlement.payment.settled` topic for the payment id: no event.
- Escalating to platform support for the event chain.