Operation

Monitor your orders and the payment transactions executed with Unzer.

For example, make refunds or resolve the causes of payment problems.

Procedure

1. Choose Administer Orders ‣ Orders.

2. Choose the purchase order.

3. On the Unzer tab, display the transaction data.

4. Verify the status of the payment transaction:

   • completed: the payment has been made. You can ship the item (Fig.: Unzer order state: completed).

     

     Fig.: Unzer order state: completed

   • pending: Payment pending (Fig.: Unzer order state: pending).
     How long a payment remains outstanding depends on the payment method. For example, a credit card payment may take two days.
     In certain cases, you may also want to configure a payment so that it is not triggered until it is delivered (see also: Credit card/PayPal options).

     

     Fig.: Unzer order state: pending

   • Error: A problem has occurred.

5. If a problem has occurred, do the following to fix the cause:

   1. Ask your customer why the payment was not made.

   2. If the cause is not with the customer, contact Unzer’s technical support at support@unzer.com.
      When doing so, have the following information ready (Fig.: Unzer Short-ID and Unzer Customer-ID):

      • Unzer Short-ID: ID of the transaction

        Hint

        Under the Unzer Short ID, you can also find the transaction in Unzer Insights (at insights.unzer.com).

      • Unzer Customer ID

      

      Fig.: Unzer Short-ID and Unzer Customer-ID

   3. If Unzer technical support finds that this is a technical issue, have the following additional information available for technical support (Fig.: Unzer Short-ID and Unzer Customer-ID):

      • Unzer Trace ID

      • Unzer Type-ID

      

      Fig.: Unzer Trace-ID and Unzer Type-ID