3. Orders

3.1. Orders Search

The “Orders search” screen displays information on all transactions processed by Solid Payments. This screen is located in the “Orders” – “Orders search” section. Related transactions are grouped in Orders. Each Order has ID assigned by Solid Payments, ID assigned by Merchant or Connecting Party which represents Merchant and ID assigned by external processor (if transaction was processed in it). For example, sale transaction and subsequent refund on this sale transaction will have the same Order ID in Payment Gateway and will be searchable by both transaction types. Orders can also be accessed from Dashboard via Quick actions.

Find Orders

Basic search is performed by date and exact criteria:

Exact criteria can be used to assist in locating a specific transaction:

`Main`	• merchant invoice id • order id in Solid Payments • processor order id • purpose • amount • session token
`Customer`	• phone • email • IP address • IP address country • billing country
`Source Card`	• bank name • country • card from order id • BIN • BIN range from order • last 4 • 6+4 • approval code • ARN • RRN • card holder • card ref id
`Destination Card`	• bank name • country • card from order id • BIN • BIN range from order • last 4 • 6+4 • approval code • ARN • RRN • card ref id
`Wire`	• account number • routing number.
`Card Present API`	• reader ID • reader key serial number • reader device serial number
`Mobile API`	• device serial number • phone serial number • phone IMEI

The most convenient criteria to find an exact transaction are:

6+4 digits, which allows to most accurately search for a specific card;
approval code and RRN (can be obtained from a bank statement or from a transfer receipt);
transaction ID.

Additional search criteria are used to help with the selection of relevant orders list.

The following criteria are available:

`Card types`	allows to view transactions with a specific type of cards and payment methods;
`Currency`	allows to select one or more currencies;
`Transaction types`	allows to view only the specified transaction types;
`Transaction statuses`	allows to view transactions with the specified status;
`Order status`	when the transaction can’t be found, this criterion allows to track the order on all stages of its processing;
`Endpoint`	allows to view all transactions on selected endpoints;
`Project`	allows to view all transactions for a specific project or several projects;
`Gate`	allows you to display all transactions on selected payment gateways
`Processor`	allows you to display all transactions for a specific processor or multiple processors
`Company`	allows you to display all transactions for selected companies
`Merchant`	allows you to display all transactions for a specific Merchant or multiple Merchants
`Reseller`	allows you to display all transactions for a specific reseller or multiple resellers
`Error code`	allows to view all transactions with a specific error.

After selecting one or more search criteria, click Search.

Orders View

By default, orders in Payment Gateway are displayed as follows:

Orders can be presented in a Brief or Detailed view. This can be switched with the following button:

In detailed form, the orders will be displayed as follows:

The number of orders displayed on one page can be changed with the buttons in the “Rows” column:

The Date button performs sorting by date. By default the latest transactions will be displayed on top.

Download Of Selected Transactions Report

To download the sorted transactions, click one of the following buttons:
 - download to Excel format
 - download to CSV format.
An additional menu can be used to manage export fields:

In the pop-up window, select necessary data and save the list:

Order Details Screen

Order details screen is opened by сlicking on the order ID from the search screen.
Order details, such as IDs and order creation time, are displayed on the left side of this screen:

First six and the last four digits of the card number, card expiration date and cardholder name are displayed on the card. There is also information about country, bank, card type and the payment system of the card.

Next to the sender and receiver cards are buttons to add card details to Black, white and loyalty lists.

Additional customer data sent by the Merchant or submitted by customer on the form is displayed under the card or other payment method indicator. Clicking on cardholder or customer data parameter (for example, e-mail address) initiates a search for all transactions with a selected parameter.

Click on one of the plus signs near the customer data parameter (highlighted in red on the picture) adds this parameter to black, white or loyalty list. Additional click on this sign removes the parameter from respective list:

If Merchant is added to Customer Management module - new CMS customer can be created manually:

After pressing Create CMS customer - fill in needed fields, assign new “Merchant customer ID” and press Create button. New customer will not be created if “Merchant customer ID” is not unique.

All transactions within the order are grouped and the commission for each operation is calculated:

This screen has the functionality to leave notes. For example, notes for transaction documents, customer contacts, or any other information related to this order.

Current transaction status can be seen in the upper right part of order screen:

General information on all transactions associated with provided customer data is displayed in the top panel.
The total amount of all transactions made by the specified cardholder and the number of approved/declined/filtered/etc transactions:

The total amount of transactions and the number of approved/declined/filtered/etc transactions with the specified E-mail:

The total amount of transactions and the number of approved/declined/filtered/etc transactions with the specified IP address:

The total amount of transactions and the number of approved/declined/filtered/etc transactions with the specified card number (PAN):

Captures And Cancels From Back Office

If Preauth has final successful status, the Merchant can initiate cancel which cancels the deduction and returns locked amount back to customer’s card or the Merchant can initiate capture which deducts the locked amount from customer’s card. To start a cancellation or capturing (deduction) of the transaction, go to the details of the relevant order. On the order details page, click the Cancel order button for cancellation of deducting and Capture order for deducting the locked amount.

Refunds From Back Office

If the order has final successful status, the Manager can return the money to the customer, on their request, for instance. To start a refund (reversal) transaction to the customer card, go to the details of the relevant order. On the order details page, click the Reverse order button.

The dialog box will open like presented below:

In this dialog box specify the amount of reversal. It can be the entire amount of the order, or only a part of it for cases where the Merchant refunds payment for certain goods that are part of one order. In the Comment field a description of this refund can be added.

Warning

Merchants must be extremely careful when making a refund on the order! Refund requests are immediately sent to the bank and it will not be possible to cancel this transaction from the Solid Payments system afterwards.

Callbacks From Back Office

If the order has final status and had server_callback_url in the initial request, the Merchant can re-send the final callback. To send a callback to the Connecting Party, go to the details of the relevant order. On the order details page, click the Callbacks button.

The dialog box will open like presented below:

In this dialog box click Send to send callback to the Connecting Party.

Callback Fields	Description
Event ID	Callback event identifier
Callback URL	Callback receiver URL
Transaction type	Type of the transaction
Transaction status	Transaction status
Last fire date	Time of the last callback attempt
Next fire date	Time of the next callback attempt
Retry count current	Remaining automatic retry attempts
Job processed	Callback job processing status

Callback Sending Logic

`Job processed = N`	• callback sending is active • automatic retries will occur • Cancel button is available
`Job processed = Y`	• callback sending is stopped • automatic retries will not occur • Cancel button is not available

When the Send button is pressed, a single manual callback is sent and the Retry count current will decrease by 1. The status will change from: Y → N if the callback attempt fails.

You can stop callbacks by pressing Cancel.

When the Cancel is pressed: The status will change from: N → Y, callback will stop and no further automatic attempts will occur.

Note

Cancelling a callback prevents any further automatic retry attempts until the callback is manually triggered again.

Change Status From Back Office

If the order has final status, the Manager can change the status from declined to approved (and the other way around). To change the order’s status manually, without requesting the real status from provider, go to the details of the relevant order. On the order details page, click the Change Transaction Status button.

The dialog box will open like presented below:

`Transaction Date and Time`	Allows to change date and time of transaction. Leave it blank to keep existing date and time without change.
`Amount`	Allows to change the order’s amount.
`Result Status`	An order’s status (DECLINED/APPROVED) should be chosen.
`External ID`	Allows to change External Order ID.
`RRN`	Allows to add a retrieval reference number of the transaction.

If there is more than one completed transaction (Gate) in the session, the user will be presented with a list of transactions from which to choose to change their status.

Only transactions with a final status will appear in this selection list. Transactions with a non-final status will not be included. If there is only one transaction with a final status in the session, the transaction selection list will not be displayed in the context window.

Warning

Please note that once the needed gate is chosen, all the subsequent gates after this gate will be deleted from the transaction.

If the order has final declined status, and there is more than one gate in a chain, Manager can also change the status from declined to approved by querying the real status from provider by using Rollback transaction & query status button.

By pressing this button status request will be sent to the provider and transaction will receive the real status of transaction.

3.2. Recurring Payments

The screen is located in the “Orders” section.
This screen displays recurring payments (for example, subscriptions).
Basic search is performed by date and exact criteria:

The Criteria button contains additional search parameters:

`Recurrence status`	Allows to select the specified repetition status of the recurring transaction: Failed – unsuccessful attempt; Scheduled – planned attempt; Stopped – currently paused or finished attempt.
`Recurrence type`	Allows to select the specified repetition type of the recurring transaction: Manual – recurring payments are initiated manually; Auto – recurring payments are initiated automatically in accordance with the set schedule; Native- recurring payments use special integration with the acquiring bank.
`Endpoint`	Allows to select the specific endpoint if there are several endpoints available.
`Project`	Allows to select the specified project if there are several projects available. Select one or more search criteria and click Search to find the needed transactions.

3.3. Ethoca Alerts

This section allows to see alerts from Ethoca which helps in preventing chargebacks:

3.4. ChargebackHelp

This section allows to see alerts from Verifi which helps in preventing chargebacks: