How can I find a payment?

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Do you have the right user role?

Please check whether you have the following user role:

  • View payments

If you don't have the required user role, please reach out to your admin.

Find the payment you need

  1. Log in to your Customer Area.
  2. Go to Transactions > Payments.

Tip: Use the filter bar to filter the payment list by 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 shopper 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.

Your admin user can find open offers in the Customer Area:

  1. Log in to your Customer Area.
  2. Go to Transactions > Offers.

Note: You can't view this section by default. If you can't view it, contact Support to activate it.

Let's practice

Learn more on this topic and practice what you’ve learned.

Go to your Customer Area
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