RichFaxPrepare a fax →This guide does not inspect your account, payment or fax. Choose the exact status shown in My faxes; the result below is guidance, not a new delivery check.
Read the status before trying again
On small screens, swipe across the table to read every column.
| My faxes status | What it means | What to do |
|---|---|---|
| Prepared · not sent | The document is saved; no fax has been sent. | Review it, then continue to checkout when ready. |
| Checkout pending | The service has not yet confirmed a settled payment. | Resume the existing checkout or refresh the order. Do not pay for a duplicate order. |
| Payment confirmed / Submitting fax / Fax queued | Payment is confirmed or the transmission is in progress. | Wait and refresh. Do not start another fax just because it is taking time. |
| Delivered | The receiving fax service accepted all transmitted pages. | Download the report. If internal routing is unclear, contact the recipient. |
| Refund pending / Processing refund | A refund is requested or being reconciled. | Wait for Refund completed; contact support if it remains unresolved. |
| Refund completed | The payment provider confirmed the full refund. | Your bank controls when the credit appears. Check the original payment method. |
| Needs review · do not resend | The payment or fax outcome could not be safely confirmed. | Contact support with the order ID. A new send could duplicate a fax already received. |
| Expired · not sent | The unpaid quote or draft is no longer usable. | Prepare a fresh document if you still need to send it. |
Paid, but the order still says Checkout pending?
- Keep the existing order reference and check My faxes. Do not create a second order or pay again to force an update.
- Compare the order and payment references with your own receipt. A pending card authorization is not necessarily a settled payment.
- If the records disagree, open Get help with this order and use Copy support summary or Draft support email. Review the draft before sending it; these controls never send a message automatically.
The support summary contains the order reference, status, mode and creation time. It leaves out your document, recipient name, fax number and account email. Do not attach private documents, card details, passwords or verification codes.
The confirmed-failure refund policy
If the fax provider confirms failure, RichFax initiates a full refund of that order’s payment, including applicable tax, to the original payment method. There is no RichFax deduction from that confirmed-failure refund. Your bank or payment provider controls when the credit becomes visible.
A successful delivery is not automatically refundable. Sending to the wrong recipient after entering the wrong number is not the same as a confirmed technical failure. For a billing error, contact support with the order reference so the actual payment and delivery records can be reviewed.
If no payment was completed, there is no settled payment to refund. If checkout failed or was interrupted, check your existing order rather than assuming you need to pay again. Read the service terms for the governing policy.
Common reasons to check with the recipient
- Busy line or no answer: confirm when the receiving fax service is available.
- A voice number instead of a fax number: recheck the recipient’s current instructions and department.
- Disconnected or interrupted transmission: the receiving side may have accepted some pages before the connection ended.
- Unreadable output: dark photos, clipped margins, faint print or very small text can affect usefulness even when transmission succeeds.
These are troubleshooting possibilities, not a diagnosis of your order. RichFax’s status follows the verified gateway result. It does not label every failure with one of these causes.
Check the receiving line before a new send
- Confirm the current fax number and department directly with the recipient. A correctly formatted number can still be a voice line or the wrong office.
- For a busy or unanswered line, ask when their fax service will be available. Repeated immediate sends do not fix a receiving-line problem.
- For an interrupted or partial transmission, ask which pages arrived. Review the final report and refund result first; do not infer zero delivery from a timeout.
- After the result is reconciled and the recipient confirms what they need, prepare and review a new fax if appropriate. It is a separate paid order; RichFax does not silently retry an uncertain submission.
Partial delivery and uncertain results
Some pages can reach the receiver before a failed or interrupted transmission. RichFax checks Sinch’s confirmed page count before marking a fax delivered. A failed job enters refund handling; a result that cannot be reconciled safely is held for review.
Do not automatically resend an uncertain fax. A timeout does not prove that nothing arrived. RichFax does not automatically resend an ambiguous submission. Ask support to reconcile it before creating another paid order.
What the report proves
The PDF report lists the order, destination, document/cover counts, confirmed service events and gateway reference where available. RichFax’s verification time and the gateway’s completion time are separate. Acceptance by a fax service does not prove human reading or agency processing. A refund does not withdraw an already delivered fax.
Get help without sending private documents
Email [email protected] with your order ID, the status shown and a brief description of the issue. Do not include a card number, password, verification code or the original sensitive document. You can find the order ID in your order link or report. In My workspace → My faxes, expand Get help with this order for a reference-only summary and a status-specific guide. Copying or drafting is local until you decide to share it.
Before a new confirmed send, use the PDF preparation workflow to inspect the final copy. Do not rely on RichFax for emergency or time-critical delivery.