Troubleshoot payments

Where to find payment logs

Payment requests to all payment providers (including your payment connector extensions) are logged in the order history

• New payment request

• Transaction status updates

• Settlement requests

• Refund requests

• Webhook updates received from the PSP

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Archives and anonymisation

Payments logs are kept 15 days after the order has reach a final state. You can increase or decrease this retention in your payment configuration page.

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Payment logs are deleted when an anonymisation request is done for the order.

Setup webhook to receive payment errors

You can get notified of payment issues with 3 different entities:

• Transaction - Represents a payment request with a particular PSP. It contains a list of Operations identifiers linked to this payment.
  Webhook : List of standard webhook topics

• Operation - Depending of it’s type, represents an authorisation, capture or refund of funds made (or failed) on the PSP side for a given amount.
  Webhook : List of standard webhook topics

  • Type authorisation - Money withdrawal authorisation action. The money is accessible until the expiry date but will only be debited at the time of the capture request. An Authorisation only takes place in a deferred payment and is unique to a Transaction.

  • Type capture - Action of taking money. It may be automatic if the Authorisation linked to the Transaction expires.

  • Type refund - Refund action, the money is sent back to the customer.

• Execution - Represents a trace of the actual execution of one or more Capture or Refund Operations.
  Webhook : List of standard webhook topics

Transaction workflow

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Operation (type authorisation) workflow

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Operation (type capture) workflow

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Operation (type refund) workflow

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Execution workflow

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