My payment request cancelled after keeping it in pending status for week

My payment request with Payment request ID 4870496 got canceled after keeping it in pending status for a week. Now Payoneer has sent me an email that your request has been canceled because we required additional information that was not provided in time. I gave all the documents they asked me to attach. I contacted the sender and he is saying that he has not got any mail from Payoneer.
Please explain what additional information is required to successfully process my payment request and transfer my payment?

Looking for urgent support......!!!!