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Under Payments > Transactions, every row has a status. It tells you whether the money has arrived, whether the customer gave up or whether something went wrong. You can use the filter to narrow the list by status.
| Status | What it means |
|---|---|
| Confirmed | Payment successful. The money arrives with the next payout. |
| Pending | The payment has started but is not complete. This happens with purchase on invoice, until the customer pays. |
| Cancelled | The customer cancelled the payment before completing it. |
| Declined | The customer’s bank refused: insufficient funds, blocked card or 3-D Secure not passed. |
| Expired | The customer did not complete the payment in time. |
| Technical error | A technical problem stopped the process. The customer can try again. |
| Refunded | You returned the full amount. |
| Partially refunded | You returned part of the amount. |
| Disputed | The customer disputed the payment with their bank. Read how to respond. |
Why was a payment declined? #
Open the transaction: the details show the reason and, for cards, a two-digit code. It comes from the customer’s bank, not from us. The most common cases:
- 51: insufficient funds. The customer can use another card or TWINT.
- 05: the bank does not authorise the payment. The customer needs to call the bank or change card.
- 04: card reported lost or stolen. Ask for another payment method.
- 03: details entered incorrectly. A careful second attempt is enough.
There are also refusals due to 3-D Secure, the step in which the customer confirms the payment in their bank’s app: if this does not happen in time, the payment does not go through.
What the details show #
When you click a transaction you see the amount, date, method and provider, the tool used, the 1pay.ch fee, the related payout and the e-mails sent to the customer. You can also refund from here.
