Learn how to search for individual payments or payment groups. You can use multiple filters, such as date, amount, or status, to find specific transactions. Export results to CSV, Excel, or PDF to track settlements and reconcile your sales easily. Each filter helps you locate payment details quickly and manage transactions efficiently.
Step by step: Search for payments
- Sign in to the Merchant panel.
- From the left-hand menu, select Payments.
- Use the search fields to filter results, then select Show more to display all filters.
- Enter your criteria and select Search payments.
Search filters
You can combine multiple filters to find specific transactions. Some filters are available only if your online store sends customer or company data to Paytrail. If a field returns no results, check that your store’s integration transfers the related information correctly.
*Requires your online store/app or website to send this data to Paytrail.
Payer information
- First name* and last name*: search by the customer’s name.
- Company name* or business ID*: search by company name or business ID or both.
Trade information
- Date and time: select an exact date or range, or exact time or range.
- Amount: enter an exact amount or a minimum and maximum range (up to two decimals or integer).
- Payment method: select one or all payment methods (by default All is selected).
- Status: select payment status (see definitions below).
- Event type: choose one or more event types (see definitions below).
- Description*: enter text from the payment description or a keyword within it. The description typically includes product information.
- Transaction ID: search by transaction ID.
- Order number or reference: search by your business’s or Paytrail’s reference number.
- Settlement report: enter a settlement report number to view payments included in it.
Payment status definitions
The Status filter shows all of the payments made or attempted by your customers. Use the table below to understand what each status means.
| Status | Definition |
|---|---|
| New | The payment has been created, but it has not been paid. See below for more information about the New status. |
| Paid | The customer has successfully made the payment. It settles according to your selected settlement cycle. |
| Authorization hold | A hold has been placed on the customer’s card but not captured as a payment. Applies only to tokenized payments. |
| Payments waiting for approval | A Walley invoice is waiting for merchant activation. If manualInvoiceActivation is enabled, it remains pending until you activate it manually. Applies only to Walley invoices that can be activated afterward. |
| Refunds waiting for approval | A refund is waiting for a user with the Refund approval role to approve it before payout to the customer. |
| Cancelled | The payment was interrupted. Common reasons include a timeout, cancellation by the customer, or a decline from the payment method provider. See below for more information about the Cancelled status. |
| Paid and settled | The payment was completed successfully and has been settled. |
| Paid and processed (own contract) | The payment was completed successfully and processed under your own contract with the payment method provider. |
More information: Payments in New status
It is common for New-status payment events to be created and never paid. This is normal customer behavior. Typical reasons include:
- The payment event has been created in the system but has not been paid. Payments in New status are created, for example, when a customer reaches the checkout, sees the available payment methods, but does not continue to the payment step.
- Payment events in New status automatically move to Cancelled status after about two weeks if they are not paid.
- A payment may temporarily remain in New status if the customer does not return to the online store after a successful payment. This can happen, for example, if the internet connection is lost or the browser is closed too early. In this case, the payment cannot be confirmed in real time, and the confirmation is sent later based on the bank's transaction file, usually within one banking day.
More information: Payments in Cancelled status
The payment has been interrupted. Possible reasons include:
- The payment event was not paid within two weeks. In this case, the payment is shown with the status Timeout in the payments report.
- The customer canceled the payment during the checkout process, for example in their online bank.
- The payment method provider declined the transaction, for example because the customer’s card did not have sufficient funds.
Exceptions where the status may still update to Paid:
There are some rare cases where the status can still update to Paid if Paytrail receives new confirmation from the payment method provider (for example, the bank).
Such situations include:
-
Error in the payment process
The customer’s return to the online store fails, and the bank reports the payment as Cancelled even though the funds were deducted. In this case, the payment is marked as paid within one to two banking days. -
Payment made later as a manual bank transfer
The customer makes a direct bank transfer to Paytrail’s customer reserve account. The payment may then be registered with a delay, even weeks or months later. These delays are rare. It is technically possible to record the payment as long as the payment event has not been matched with any other transaction. -
Manual matching by Paytrail
Paytrail can manually match a payment made to the customer reserve account at the merchant’s request. In these cases the payment status updates, but the API callback is not sent.
In situations 1 and 2, Paytrail’s API will call the callback URL. In situation 3, the callback cannot be sent. The most up-to-date payment status is always visible in the Merchant panel.
Event type definitions
The Event type filter determines which transaction events are included in your search. Select at least one event type to narrow your results. Use the table below to understand what each event type includes.
| Event type | Definition |
|---|---|
| All transactions | Searches for all transactions. |
| Payments | Searches for payments. Select the desired payment status in the Status field to refine the results. |
| Refunded payments | Finds payments that have been refunded. |
| Refund events | Searches for refund events only, excluding the original payment transaction. |
| Email refunds | Finds refunds where the customer was emailed a link to submit an account number for the refund payout. |
| Settlement events | Searches for all settlement events. |
| Created by system | Visible only if you have double payments automatically paid out to you. Searches for double payments made by customers. |
Individual transaction details
Select a payment from the results to open its detailed view. For card payments, only partial card information is displayed to protect sensitive data. You can also issue refunds directly from this view. See the step-by-step refund instructions.
Saving the results
You can save the results as CSV, XLSX, or PDF. Under Latest payments, select the format you want to download.