Payment statuses in the Merchant panel help you understand where each transaction is in its lifecycle, from initial creation to settlement. You can quickly identify abandoned checkouts, successful payments, delayed activations, refunds that need approval, and transactions declined by payment method providers. Clear status tracking supports troubleshooting, confirms payout timing, and ensures you always know what actions, if any, still need to be taken.
New
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.
Paid
- The customer completed the payment and it will be paid out according to your selected settlement cycle.
Authorization hold
- A hold is placed on the customer’s card for the payment amount, but the charge has not yet been captured. This applies only to merchants using tokenized payments.
Payments waiting for approval
- The Walley invoice is waiting for you to activate it. If the manualInvoiceActivation parameter is enabled, the payment stays pending until you activate the invoice.
Refunds waiting for approval
- Refunds that require approval from a user with the Refund approval role before being paid to the customer.
Cancelled
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.
Paid and settled
- The customer successfully completed the payment and it has been settled.
Paid and processed (own contract)
- The customer successfully completed the payment and it has been processed. This payment status applies only to merchants who use Paytrail’s service with their own agreements.