Refunds for some alternative payment methods cannot be completed online. If the Refund button is not displayed for a payment, please contact customer support to complete the refund.
When you click the Amount link of a specific payment listed in the Payments page, the Payment and Order Details window opens. Here you find the following sections:
Order Details - this section lists the details of the order, including:
order code
amount
date and time the order was made
description
payment reference
merchant’s name
email address of the card holder or shopper
name of the order creator
Payment Details - this section lists the details of the payment, including:
status (Last Event)
date and time the payment status was last updated
payment method used by the shopper (brand-protocol)
card holder name of the shopper
If the payment status is REFUSED, the refusal reason may also be displayed. CVC and AVS acquirer responses are shown on the right-hand side. For descriptions of different payment statuses, please refer to the Payment Status Definitions Guide.
Risk Details - this section lists the risk details of the payment. It includes the Acquirer Returned AVS/CVC codes and descriptions, the shopper IP address and country, and the card issuer country.
Payment Capture - this section is only displayed for credit card payments. When a payment has reached the status AUTHORISED, it shows the date the automated capture is scheduled and the full order amount. Alternatively, you can use the Capture and Cancel buttons to manually capture or cancel the payment. You can partially capture a transaction: the remainder amount is then cancelled. Cancelling a transaction cancels it in our system, however certain acquirers use what is called “passive cancellation” which means that they leave the authorisation to expire, rather than cancel it.
Refund - when a payment has reached the status CAPTURED or SETTLED, the Refund section is displayed. If automated refunds are available, a Refund button is displayed next to the original order, allowing for a full or partial refund of the payment. You may be asked to enter the recipient’s IBAN.
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Refunds for some alternative payment methods cannot be completed online. If the Refund button is not displayed for a payment, please contact customer support to complete the refund. |
Payment status - this section provides more details on the status of the payment.
Payment history - this section shows the history of the payment: all payment statuses that the payment has gone through and the corresponding date/time and amount (if applicable) involved. For some statuses (for example, SENT_FOR_AUTHORISATION and SIGNED_FORM_RECEIVED) no amount is displayed because there is no financial obligation involved with the event. The User column shows the name of the user responsible for transactions processed through the Virtual Terminal, and refunds and manual captures processed through the Merchant Interface.
Dispute Payment - this section is displayed when a payment has reached the status CAPTURED. If a Card Dispute Notification is issued to you from a financial institution (acquirer) seeking information about this transaction, you enter the reason here and click Dispute Payment. The status changes to INFORMATION_REQUESTED, and the transaction is displayed in Dispute Management, ready for you to submit information to dispute the chargeback.
Chargeback Payment - this section is displayed when a payment has reached the status CAPTURED. If a chargeback is issued to you from a financial institution (acquirer), you enter the reason here and click Chargeback Payment. The status changes to INFORMATION_REQUESTED, and the transaction is displayed in Dispute Management, ready for you to submit information to dispute the chargeback.
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For more details about orders and payments, see the Payments and Orders Guide. |
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