In order to request the payment matching you should report it as following:
1) One transaction = one ticket
2) We must have following data from you:
a) ICEPAY transaction ID. This is obligatory. If you do not provide us with this ID we will not process the request. For example: 1008903 or ICE0001008903WT
b) MerchantID
c) Merchant (your) OrderID and if possible Reference as sent to us during the payment initialization
d) Amount and currency
e) As much as possible client data as: bank account, account name, date, payment description/reference
3) Before you make the ticket you should wait 5 working days. Only if after 5 working days payment is not processed only then we can work on it.
4) Also, make sure, before making the ticket, that you have asked your client for bank statement copy or screenshot of internet banking screen where money transfer is visible