• Where do I find my transactions?

    In your Ogone account menu, you can easily lookup your transactions by choosing "Operations" and then clicking either "View transactions" or "Financial history", depending on the type of transaction results you're looking for.

    Go to Consult your transactions for more information.

  • What is the difference between View transactions and Financial history?

    If you want to check specific details of an order/transaction or perform maintenance on transactions, you should use View transactions.
    Financial history is the most convenient to periodically check incoming and outgoing funds per (batches of) transaction(s), and perform reconciliation.

    For more information, go to View transactions vs Financial history

  • How do I know if my payment has succeeded?

    This depends on the payment method and the process behind it.

    Generally speaking, if the transaction status is "9 - Payment requested", no action is required anymore, and you will usually receive the money with the next payout of the acquirer. If the status is "5 - Authorised" (which can be the case for credit card transactions), it means the transaction is authorised but you still need to confirm it to receive a payment.

    A list of possible statuses and their meaning is available in Transaction statuses.

  • An iDEAL transaction is in status 2, yet the customer has been debited. Why is this?

    If the customer's bank experiences issues, Ingenico ePayments may not be able to recover the payment status from the bank. Consequently the transaction status "92 - Payment uncertain" will change to status "93 - Payment refused", and a new transaction line will be added with status "2 - Authorisation declined", because the bank didn’t send feedback on whether or not the payment was fulfilled.

    If this scenario occurs, you will need to contact your acquiring bank and/or check the payment status in the iDEAL Dashboard of your bank.

  • With which status can I send my goods/deliver the service?

    By default you can send goods or deliver your service once a transaction has reached the status "5 - Authorised" or "9 - Payment requested". However, although status 5 is a successful status, it's only a temporary reservation of an amount of money on the customer's card. A transaction in status 5 still needs to be confirmed (manually or automatically), to proceed to status 9, which is the final successful status for most payment methods.

    Go to Transaction statuses for more information.

  • What does the green thumbs-up icon mean? Will I receive my money?

    A full green thumbs-up icon means that the transaction was completed with a 3-D Secure authentication method, such as Digipass or a card reader. However, it doesn't necessarily mean the payment itself was processed successfully. Therefore, you should always check the transaction status to know whether you'll receive your money.

    Go to Transaction statuses for more information.

  • Why haven't I received my money, even though the transaction status is 9?

    Once a transaction reaches status 9, meaning that the customer has paid, the acquirer or bank will deposit the money to your account. The time when this payout occurs differs per payment method and acquirer. We recommend you to check directly with the acquirer or bank, if you believe you're not receiving your money in a timely manner.

  • How do I refund a payment?

    You can easily refund a payment with the "Refund" button in the order overview of a transaction (via View transactions). If your account supports it, you can also make refunds with a DirectLink request or with a Batch file upload (for multiple transactions).

    Please note that the Refunds option has to be enabled in your account.

    Go to Maintain your transactions for more information.

  • What is the difference between a refund and a cancellation?

    You can only perform refunds on transactions for which the funds have already been transferred to your bank account.

    A cancellation or deletion can be done before a payment has been fully processed, i.e. before the daily cut-off time at the acquirer, at which point all transactions of the previous day are processed.

    To know the cut-off time of the acquirer, we recommend you to check directly.

  • I refunded a transaction, but it is in status 7. Did the refund succeed?

    Status 7 (Payment deleted) means you cancelled/deleted the payment before it was processed, whereas a status 8 (Refund) only applies after the payment is processed.

    Go to Transaction statuses for more information.

  • Why can't I refund my payment?

    There are different reasons why you can't refund a transaction. You need to consider the following (with the condition that the Refund option is enabled in your account):

    • The transaction is in an "incomplete" status, such as a pending or erroneous status (91, 93 etc.) that doesn't allow the refund operation.
    • If the transaction is authorised (status 5), at which point no payment has been made yet. In this case you have to cancel the authorisation instead of refund.
    • The used payment method doesn't support the refund functionality, which can be the case with certain debit cards, web banking methods and "offline" payment methods such as Bank transfer.
  • Where can I see the log data of a transaction?

    You can find all the transaction data and history in the transaction overview, via View transactions and Financial history in your Ogone account.

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