«Has Mr Bernasconi paid his membership fee?» «Why was that customer’s card declined?» The answers are under Payments > Transactions. Here is how to find them in seconds.
The list of transactions #
For each payment you see the status (for example Confirmed, Cancelled, Expired), the type, the amount with the logo of the method used, the description, the customer and the date.
The type tells you where the payment comes from:
- E-Commerce: online, from Pages, Paylink, Invoice, Donation, QR Pay, your website or your online shop;
- POS terminal: from the Nexgo terminal;
- Tap to Pay: from an Android phone.
Searching #
You have two search fields:
- at the top of every page of the admin area, Search payments: type the customer’s name, for example;
- above the list, the field for the transaction code or the customer’s e-mail, confirmed with Search.
Filtering #
Click Filter to narrow the list. You can combine:
- Status: Confirmed, Refunded, Partially refunded, Pending, Cancelled, Disputed, Declined, Expired and others;
- Currency, Type and Payment method;
- Payment service provider: Pay, Pay Plus or an external provider;
- From date and To date;
- Tool (Pages, QR code, Donation), Coupon code and Product;
- Mode: Live for real payments, Test for test payments.
Then click Apply filter. Example: all TWINT payments in October taken at the terminal.
A payment’s details #
Click a row to open the details. At the top you see the amount and status; if the payment failed, the details also tell you why, for example insufficient funds or the card’s bank declining it. Below you will find these sections:
| Section | What it contains |
|---|---|
| Details | Amount, code (ID), date and time, provider, payment method, type, 1pay.ch fee and the Payout in which the money reached you (click it to open the payout). For payments at the terminal or with Tap to Pay, also the device that took the payment. |
| Invoice | The items paid for, any shipping costs and the total. |
| Customer | Name, address, e-mail and telephone, if the customer entered them. |
| Log | The history: the confirmation e-mail sent to the customer (with the address and outcome), the payout to your account and, with the Webhook log and API log buttons, the messages exchanged with your website or online shop. |
What you can do from the details #
- Refund, in full or in part, payments made with Pay, Pay Plus or PayPal. If the button is not there, the refund has to be made directly with the external provider. Read Refunding a payment in full or in part.
- Check whether the customer received the confirmation: the Log shows whether and when the e-mail went out, and to which address. Click View to read it again. If the customer says they did not receive it, check the address and ask them to look in their spam folder.
- Trigger webhook: sends the payment to your system again, if your online shop did not record it. Read Webhooks.
Can a payment be deleted? #
No. Real payments, successful or failed, cannot be deleted: by law transactions must be kept for at least 10 years and must match those recorded by banks and card networks. That is why the Delete button at the bottom of the details is almost always greyed out. If you no longer need a payment, refund it: the status will change, but it will stay in the list.
What about accounting? #
With the Export button at the top of the list, you download the filtered transactions in Excel or CSV and choose which columns to include. Read Reports, statements and exports. The meaning of each status is explained in Payment statuses.
