How can I find a payment in Essentials?

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Do you have the right user role?

Please check whether you have one the following user roles:

  • Merchant Manage Payments

  • View Payments

Find the payment you need

  1. Log in to Essentials.
  2. Go to Payments.

Tip: Use the filter bar to filter the payment list by PSP reference, Date, Status, Amount, Currency, and other properties.

You can't find the payment

If the payment you’re looking for doesn’t show in the search results, the authorization is still pending. We call a payment pending authorization an open offer. Payment authorizations stay open in 3 cases:

  • The customer was redirected to an external page to complete the authorization. This is common for local payment methods (such as iDEAL and Dotpay) and for 3D Secure payments.
  • The transaction was processed, but the funds haven’t cleared yet. This is common for bank transfers or offline payment methods (such as Boleto Bancário).
  • The funds transferred by the shopper can’t be matched with the payment request. For example, if a shopper uses a wrong reference to transfer money, the funds are stuck as an open offer. The funds are usually sent back automatically, and this process can take up to 8 business days.

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