This page is for merchants using WorldPay as your Internet Merchant Account and Payment Processing Service. It explains the transaction flow and the meaning of each transaction status.
When a customer makes a purchase on your website (or the details of a MOTO transaction are sent), we send the information to the relevant financial institutions for authorisation. When a response from the financial institutions has been processed, the payment server gives the payment a Created status and a date and time. The Created status only usually appears for about a second, so the first status you will normally see in Business Manager is Authorised.
A typical transaction is given a number of different statuses as it moves through the process from Created to Settled. For all of your transactions, the Worldpay Business Manager shows you the status that they are at, and the date and time that each status changes.
The diagram below shows you a possible flow of a transaction through the different statuses. The area inside the blue dotted line shows you a successful online transaction.
This section explains the meaning of each transaction status.
The customer has provided their payment details and these have been passed to their card issuer (or account provider).
The funds have been reserved against the customer's account and are ready to be Captured or Cancelled.
The authorisation request has been declined by the customer's card issuer (or account provider). WorldPay are not given the detailed reason for the refusal.
There has been an interruption to the normal payment process which has prevented this transaction from completing. Resubmitting the payment is recommended. If the error persists, contact support@worldpay.com.
The funds reserved against the customer's account have now been removed, and are travelling to your account at WorldPay, where they will be Settled.
Either:
you have cancelled this transaction before it is Captured
you have the Risk Management Service installed, and for reasons of high risk, Risk Management stopped the transaction
the authorisation on a PayPal transaction is no longer valid
There is a maximum of 28 days from the point of authorisation on a transaction. Transactions that are not Captured or Cancelled within this period will become expired, and the money can no longer be collected. This will only occur if your capture delay setting is set to off. To learn more about capture delay, click here.
When this status is given, funds have been received by WorldPay, and are being prepared to be transferred to your bank account.
You have initiated funds to be sent back to your customer's originating account.
At this point your customer has received the initiated refund. For PayPal transactions, this status is given as an indication that the refund is on its way, and the refund may take several days to arrive.
The refund was unable to process correctly and funds have been returned to you.
We have received notification from a card issuer (or account provider) who wants to forcibly reverse some or all of the transaction amount. As soon as this status occurs, we hold the funds associated with the request. We recommend that you send any defence information that you have. To learn more about the information that can be sent and what file types can be sent, click here.
You have uploaded defence information to us in response to an information request. Once this information is uploaded, there are usually 60 days for a decision to be made on whether or not a chargeback is initiated.
The decision has been made to return the queried funds to the customer's card issuer (or account provider) as a result of the information request process.
A payment has been Charged Back and more defence information has been submitted, which has reversed the chargeback decision. The queried funds will then be returned to you.
The decision has been made not to return the queried funds to the card issuer (or account provider) as a result of the information request process. Any funds that we are holding as a result of the dispute will be sent to you.
An indication that the original dispute that was raised on this transaction is no longer valid. Any funds that have been held as a result of the dispute will be sent to you.
Specific to PayPal transactions. Notification that funds are being held by PayPal as a result of a dispute being raised. If you see this status, we recommend that you submit defence information.
Specific to PayPal transactions. Funds held by PayPal as the result of a dispute have now been released. This does not indicate whether or not a payment has been charged back. For more information about this transaction, contact PayPal.
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