When you log in to the Payments Portal, you will see three main navigation tabs on the left:
Dashboard
This tab provides a high-level summary of payment activity. The dollar amount of all completed payments in the last 12 months will be displayed. This includes a summation of all successful, completed payments across all your gateway configurations. The transaction must be approved (such as not declined or canceled) in order to be included in the graph. Please note that the graph will be updated once per hour.
Empty Graph
If you are seeing an empty graph, it could be due to:
You have not been given access to the data for any gateway configuration
Of the gateway configurations you have access to, none of them have had a successful transaction
All existing transactions occurred within the last hour and the graph will be updated soon
Transactions completed with Gateways configured for Authorization/Capture workflows will not be present
Activity Log
This tab provides a log of transaction events for tracking or troubleshooting purposes. Here you can find additional information about sales, refunds, voids, events for saving payment methods on file, and removing them. The Payments Portal Activity Log is not a one-to-one relationship with transactions. For example, a charge followed by a void would show as two activities. Each activity receives its own Payments Transaction ID.
Note:
In some instances, the Payments Portal will receive more than one response for a single activity from the payment gateway. In this instance, each result will show in the activity log under the same Transaction ID. Therefore, the Transaction ID is not unique.
Gateway Configuration: Use the drop-down to view activity for a specific gateway configuration or see activity for all of your gateway configurations
Transaction ID: This is the Payments Portal transaction ID and must be an exact match when performing a lookup.
Latest Activity: The date and time of the latest activity on the transaction
Transaction Type: Displays the type of activity. Here are the following types you may see in this column:
Hosted Form Authorization: The user filled out a hosted form that performed only an authorization. This means that the funds were not captured in this step and would need to follow up later with a capture.
Hosted Form Sale: The user filled out a hosted form that did both an authorization and a capture.
Hosted Form Saved Payment Method: The user filled out a form that tokenized their card.
System Saved Payment Method: You will only see this if you were part of the migration to CivicPlus Payments. These denote the activities of migrating card tokens from Recreation Management to Payments.
Saved Payment Method Authorization: The user used a card token (such as a saved payment method) to authorize a transaction. This will need to be followed up with a capture in order for the funds to settle.
Saved Payment Method Sale: A saved payment method was used for a transaction that was both authorized and captured.
Saved Payment Method Remove: The Saved payment method was removed (deleted). Once removed, the method can not be used again for any future transactions.
Authorization Capture: A previously authorized transaction was captured.
Void: A transaction was voided. This typically means the transaction was removed from the batch and will never be settled.
Refund: A transaction was refunded. This occurs after settlement and reverses the payment by putting the money back in the original account.
Transaction State: This column gives you information about the current state of the transaction. This is supposed to mirror the same state as the payment gateway, based on the responses that we received.
Note:
A transaction state may show multiple times in the Activity Log, once for each result. Therefore, it is possible to see results saying Declined or Canceled, but the overall state of the transaction is Captured. This is because there is a single, current state for each transaction, regardless of the number of results. For example, if you are checking out with a credit card at a payment terminal and press Cancel on the device. The result is returned to the Payments Portal. If you click retry and successfully process your second attempt, a Success result is returned to the Payments Portal. You will have two rows, one for each result but the overall status of the transaction is Captured.
In Progress: The transaction is in progress. For example, we have requested the gateway to start a transaction, prompt the user for payment (either eCommerce or retail), and then return the user/response back to the Payments Portal.
Authorized: The transaction is authorized but not flagged for settlement. This means the funds will not move unless followed up by a capture.
Captured: The transaction is approved and flagged for settlement. The payment gateway will include the transaction in the next batch for processing.
Abandoned: We have not heard back from the payment gateway and assume the user has abandoned the session (such as closed the tab/browser)
Canceled: The user canceled the transaction
Completed: For non-payment transaction types (saving or removing a card) when the action is completed
Declined: The payment was declined. It cannot be authorized or captured. Often, you can attempt payment again.
Errored: We received or experienced an error
Completely Refunded: The transaction that was previously captured has been refunded completely and all at once
Partially Refunded: A transaction that was previously captured has been partially refunded. The amount refunded was less than the original transaction
Voided: A transaction that was previously flagged for settlement has been removed from the batch and will not settle
Pay Error Code: Every payment gateway has its own set of error codes and response codes. We map these codes to one standard set of error codes. If you need to find the reason for a specific error code, you will want to look in the raw data or the transaction history to get to the original code provided by the gateway. See Pay Error Code for more details.
Merchant Code: This is typically the payment gateway’s transaction ID, however, it does vary based on which payment gateway you are using.
Amount: The dollar amount of the transaction.
Last Four: These are the last four digits of the permanent account number (PAN) if we happen to have it. Not all payment gateways provide this information in all types of transactions. Also, the Payments Portal does capture, store, or transmit full card numbers.
Gateway Configuration: This is the name of the configuration that the activity was processed through.
Gateway Configuration
This tab will show you the gateway configurations that your account is linked to. You will typically see one or two configurations based on your setup. From here, you will be able to navigate to Reports and EMV Devices. Click on the three dots on the right for the selection to appear.
For more information on Reports, please see Available Reports.
For more information on EMV Devices and how to register your terminals or card readers, please see Support Payment Terminal and Devices or Setting Up and Registering Your Terminals and Devices.