When the customer is redirected from your website to Paytrail's payment page (or the payment method provider's when bypassing the payment page), the payment is logged in the Merchant panel. You can view all of the payments made or attempted by your customers in the Merchant panel. Below is a list of the different modes where the payment can be displayed in the Merchant panel and an explanation of what it is.
New
- The payment has been created in the system but has not been paid. Payments in New status are typically generated when a customer proceeds to the checkout in your online store and sees the available payment options but does not continue from there.
- It’s common for some payments to remain in New status and never be paid. This is normal customer behavior, where the customer decides not to complete the purchase after viewing the payment options.
- Payments in New status will 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 doesn’t return to the online store after completing the payment. This can happen if the internet connection is lost or the browser is closed too soon. In these cases, the payment can’t be confirmed in real time. Instead, it will be confirmed later based on the bank’s transaction data, usually within one banking day.
Paid
- The customer has completed the payment and it will be paid out according to the selected settlement cycle.
Authorization hold
- A hold has been placed on the customer’s card for the payment amount, but the charge hasn’t been captured yet. This status only applies to merchants using tokenized payments.
Payments waiting for approval
- The Walley invoice is waiting for the merchant to activate it. If the manualInvoiceActivation parameter is enabled, the payment will remain pending until the invoice is activated. This applies only to Walley invoices that support delayed activation. The payment has been approved but won’t be processed further until the invoice is activated by the merchant.
Refunds waiting for approval
- Refunds that still need to be approved by a user with the Refund approval role before it is paid to the end customer. Refunds that require approval before being paid to the end customer. They can be approved by a user with the Refund approval role.
Cancelled
- There are several possible reasons for an interrupted payment:
- The payment was not completed within two weeks. In this case, the payment status will appear as Timed out in the payment report.
- The customer cancelled the payment during the payment process. These payments will appear as Cancelled in the payment report.
- The payment method partner did not accept the payment. Examples: the credit card did not have sufficient funds to complete the payment or the Buy now, Pay later provider declined the offer of credit. These payments will appear as Cancelled in the payment report.
Payments with Cancelled status usually do not change to Paid. However, there are some exceptions where this is possible if we receive updated information from the payment provider (such as a bank) confirming that the payment was successful.
These situations include:
1. Error in the payment process
The customer fails to return to the online store, and the bank reports the status as Interrupted even though the payment was deducted from the account. In this case, the payment will be marked as paid within 1–2 banking days.
2. Payment made later as a manual bank transfer
The customer transfers the payment directly to Paytrail’s client funds account. The payment may then be marked as paid with a delay—even weeks or months later. These delays are rare. Technically, a payment can still be marked as paid as long as no other payment has been recorded for the same transaction.
3. Manual allocation by Paytrail
Paytrail can manually allocate a payment received to the client funds account at the merchant’s request. In this case, the payment status will be updated, but the callback from the API will not be triggered.
In cases 1 and 2, Paytrail’s API will call the callback URL. In case 3, this is not possible. You can always check the current status of the payment in the Merchant panel.
Paid and settled
- The customer has successfully made the payment and it has been settled.
Paid and processed (own contract)
- The customer has successfully made the payment and it has been processed.