When a customer says they paid but the order does not appear in your Merchant panel, the issue is usually related to the payment method, payment status, or how the transaction was completed. By reviewing the customer’s proof of payment, checking the archive ID, and confirming the status in the Merchant panel, you can identify what happened and decide the correct next step.
Step by step: Confirm the customer’s payment status
- Ask the customer which payment method they used and whether the payment was completed.
- Search for the payment in the Merchant panel using filters such as date, amount, or reference.
- Review the payment status if the payment appears in the results.
- Follow the instructions below based on the payment status or if the payment is missing.
For detailed instructions on searching for payments, see the Payment search guide.
What to do based on the payment status
Payment found with Paid or Paid and settled
- The payment was successful and will be transferred to your merchant account.
- You can deliver the customer’s order, provide the service, or proceed with the next steps for the customer.
Payment found with New or Cancelled
- Ask the customer for proof of payment, for example a screenshot showing the full payment details or the payment receipt. Check that the proof includes an archive ID, because it confirms that the payment was successfully made.
- If the proof matches the payment details, the payment may have been interrupted (for example, the browser was closed or the internet connection was lost). If money was deducted from the customer’s account, Paytrail will receive confirmation within 1–3 banking days and update the status to Paid.
- If the status updates to Paid, you can deliver the customer’s order, provide the service, or proceed with the next steps for the customer. If needed, you can also make a refund in the Merchant panel. See the step-by-step refund instructions.
- If the status does not update to Paid, contact our customer service team and include the customer’s proof of payment.
- If the proof does not match the payment details, the payment may have been made to Paytrail but not matched correctly. Contact our customer service team and send the proof of payment.
Most e-commerce platforms have a callback feature that automatically updates payment status in the online store. More details can be found in our developer documentation.
Payment not found in the Merchant panel
- Ask the customer for proof of payment, for example a screenshot showing the full payment details or the payment receipt. Check that the proof includes an archive ID, because it confirms that the payment was successfully made.
- Verify the recipient account number shown on the proof of payment. The payment may have been made by direct bank transfer to your business account.
- If the recipient’s account number does not match your account, contact our customer service team and provide the customer’s proof of payment.