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Accounting & financial reports~5 min · 4 steps

Investigate payments, refunds and failed attempts

Read transaction status, method, refunded amounts and failure reasons.

  1. 1

    Choose the report period

    Open Investigate payments, refunds and failed attempts from Reports. Choose a period preset or enter From and To. Optionally select a Batch, then Apply. Dates and batch work together, so widen the period if a batch appears incomplete. Financial reports require owner, administrator or finance manager access.

    Screenshot: Choose the report period. The blue outlines identify the controls described in this step.

    Select the screenshot to enlarge it. The blue outline marks the control to use.

  2. 2

    Distinguish a payment from an attempt

    Check Type, Reference, Method, Status, Amount, Refunded and Failure reason. A failed or pending attempt is not money collected; do not treat the sum of every Amount row as revenue. A grouped cart installment can be one card charge allocated across several registrations on the same invoice. Compare the payment references and allocated amounts before treating several entries as duplicate charges; do not add the collection attempt to its recorded payments. Older attempts may show that historical failure details are unavailable. See how cart installments work.

    Screenshot: Distinguish a payment from an attempt. The blue outlines identify the controls described in this step.

    Select the screenshot to enlarge it. The blue outline marks the control to use.

  3. 3

    Find failed and pending attempts

    Choose a Status, such as Failed or Pending, and Apply. Keep All batches when investigating attempts: a batch filter includes posted payments, while attempts without journal entries are excluded. Clear the status filter before reviewing the complete payment history.

    Screenshot: Find failed and pending attempts. The blue outlines identify the controls described in this step.

    Select the screenshot to enlarge it. The blue outline marks the control to use.

  4. 4

    Export the filtered report

    Open Export and choose Excel workbook (.xlsx) or CSV file (.csv). The file uses the active filters and current language. The screen shows at most 500 rows; exports include every matching row. If there are no results, check the date and clear restrictive filters. If a historical journal backfill warning appears, have the missing history completed before treating totals as complete.

    Screenshot: Export the filtered report. The blue outlines identify the controls described in this step.

    Select the screenshot to enlarge it. The blue outline marks the control to use.

Keep going

Money & invoicing
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Read detailed cash sales and fees

Trace settled sales, allocated tax, refunds and processing fees by invoice line.