Transaction screen sections

The cards that make up the Transaction screen: the transaction itself, and the payment method and provider cards that also appear on a contract.

Transaction header

The transaction header is the one-line summary of a single transaction: what kind of transaction it is, how much it was for, its reference, and whether it succeeded. It answers "what is this transaction and where does it stand?" at a glance, and on the Transaction screen it also carries the actions you can take on it, such as refunding or capturing.

Where it appears

At the top of the Transaction screen, beneath the account and contract headers, and again at the top of the Refund a transaction and Capture a transaction screens, where it reminds you which transaction you are acting on.

What it shows

While the transaction is still loading, the header shows a spinner in place of the details.

• Type and amount — the first words tell you what kind of transaction this is, followed by the amount in the currency it was taken in:
  • Paid — a payment. The money was requested from the customer's payment method in one step.
  • Authorised — the funds were reserved on the customer's card but not yet taken. They are taken later by a capture, or released by a void.
  • Captured or Partial capture of — a capture: funds that were previously authorised have now been taken. Partial capture of means less than the authorised amount was taken.
  • Refunded or Partial refund of — a refund of an earlier payment. Partial refund of means only part of the original payment was returned.
  • Voided — an authorisation was cancelled and the reserved funds released.
• Icon — the small picture before the type tells you how a payment or authorisation came in: a laptop for a payment the customer made online, a smartphone for one made in an app, a telephone for one a member of staff entered, a calendar for one taken automatically on schedule, a receipt for one taken at a point of sale, and an outward-pointing link for one imported from another system. Captures, voids and refunds have their own icons (a tick, a cross and a back-arrow) rather than a source.
• Reference — the transaction's reference. On the Transaction screen it has a copy button beside it so you can paste it into a note or an email to the customer. On the Refund and Capture screens it is a link back to the transaction.
• Status badge — the coloured badge after the reference says where the transaction stands. On a payment, capture, refund or void it is one of:
  • APPROVED (green) — the gateway accepted it. For a payment or capture the money was taken; for a refund it was returned; for a void the funds were released.
  • DECLINED (red) — the gateway refused it and nothing was taken. When the gateway gave a reason, it is shown on the Decline reason line below.
  • PENDING (blue) — it has been submitted but the outcome is not yet known. This is normal for bank-based payment methods, which can take days to settle.
  • UNRESOLVED (amber) — the outcome could not be confirmed with the gateway, so nobody yet knows whether the money moved. Once you have established what happened, record it with mark as approved or mark as declined.
  • UNATTRIBUTED (amber) — the payment arrived but could not be matched to an account. Use Attribute once it can be matched.
  • ABANDONED (red) — the customer was asked to complete an extra authentication step and did not finish it, so the payment never went ahead.
  • NOT ATTEMPTED (amber) — the payment was never sent to the gateway because the payment method on file could not be used.

On an authorisation the badge shows the outcome of the authorisation instead:

• VOIDED (amber) — the authorisation was cancelled and the reserved funds released.
• CAPTURED (green) — that much of the reserved amount has been taken.
• OPEN (amber) — the funds are still reserved and can be captured or voided. Where a gateway allows several captures against one authorisation, a captured authorisation can also show OPEN, meaning that much is still available to capture.

An authorisation that was declined shows no outcome badge; the Decline reason line tells you why.

• Created / Target / Resolved — a line of dates shown only for payment methods that need advance notice, such as BACS, SEPA and similar bank methods. Created is when the transaction was raised, Target the date the payment was meant to be taken, and Resolved when the outcome became known. It explains why a transaction was created earlier than it settled. Dates not yet recorded are left out.
• Further badges — a second row of badges appears when any of these apply:
  • RELEASED — on an authorisation that was captured for less than was reserved, the part that was not taken and has been given back.
  • FULLY REFUNDED (red) — the whole of this payment or capture has been refunded; nothing remains to refund.
  • REFUNDED (red) — that much of this payment or capture has been refunded so far and the rest is still refundable.
  • AUTH EXPIRES (amber) — the reserved funds will be released automatically at that moment unless captured first. Once the moment has passed it reads AUTH EXPIRED in red, and the authorisation can no longer be captured.
• Decline reason — on a declined transaction, the reason the gateway gave. Shown only when the gateway supplied one.
• Refund reason — on a refund, the note entered by whoever made it. Shown only when a reason was recorded.
• Settled in — shown when the money settled in a different currency from the one it was taken in, or when the gateway charged a fee. It gives the settlement currency and, if there was a fee, the gross, fee and net amounts; otherwise just the settled amount.

What you can do

The action buttons appear on the Transaction screen only, and only to users with payment permission. Each button is shown only when it applies to this transaction.

Things to note

• On the Refund a transaction and Capture a transaction screens the header is read-only: the reference links back to the transaction and no action buttons are shown.
• Capture and Void are offered only while an authorisation is still open: it has reserved funds, was not declined, and has not already been captured (unless the gateway allows several captures against one authorisation). An expired authorisation may still show the buttons, but it can no longer be captured.
• Refund is not offered on an authorisation, a void or a refund, on a transaction that has been fully refunded, or on one that has already been refunded once where the gateway allows only a single refund. An UNATTRIBUTED payment can be refunded.
• Undo Refund never appears on a refund that went through a gateway, because that money has already been returned to the customer. It also disappears once the refund record has been reversed. If the payment has since been refunded by something else, the undo is refused and a message explains why.
• mark as approved and mark as declined change only the recorded outcome; they do not send anything to the gateway. If the save fails, the transaction is left as it was and an error message is shown.
• The header does not show who paid, which payment method or gateway was used, or the transaction's activity and audit history; those are in the sections beneath it on the Transaction screen.

Paid by

This section shows which payment method a contract collects against, or which one a transaction was paid with, and whether that method is still usable. It answers "what is this being paid with, is it still good, and can I swap it for something else?" without leaving the contract or transaction.

Where it appears

On the Contract and Transaction screens, as a collapsible card headed Paid By. On a contract it describes the method the contract's future collections will use; on a transaction it describes the method that was used for that payment.

What it shows

The card header summarises the method so you can read it without expanding the card; the body carries the detail.

• The header shows the payment method's name, followed by any warning badge that applies:

  • EXPIRED — the card's expiry date has passed, or the method has been marked expired. Shown only while the contract is still live (active, failing, pending or unresolved), because an expired card on a finished contract needs no attention.
  • EXPIRING — the card expires within roughly the next month. Same condition as above.
  • ARCHIVE — the method has been archived and can no longer be charged. It never shows alongside EXPIRED or EXPIRING.

• If nothing is attached, the header instead shows a red NO PAYMENT METHOD badge; on a contract it is preceded by None. A contract in this state cannot collect until a method is attached.

• On an offline refund, the header simply reads Offline: no payment method was involved because the money went back to the customer by some other route.

• Source (transactions only, and only on a payment or authorisation): where the payment came from and who initiated it, as a pair of labels:

  Channel	Initiated by	Meaning
  Ecommerce	Customer entered	The customer paid through the online checkout or app.
  MOTO	Staff entered	A member of staff took the payment over the phone or by post.
  POS	Card present	Paid at a terminal.
  Scheduler	System initiated	Collected automatically by the schedule, not by a person.

Refunds, captures and voids have no Source row.

• Card Details: an icon, the method's name and its reference. The name is the payment method as it was saved, the same one the Payment method screen shows in its header; the reference is a link to that screen (see below). The icon tells you how the method was used: a heart means the payment was taken with a saved method on the customer's account, a card means the details were entered for this payment only (a single-use method). If there is no method, the row reads None.
• Status: the method's own status as a coloured badge — green ACTIVE (fine to charge), red FAILING (recent collections against it have failed), and grey for the states in which it will not be charged again: FAILED, EXPIRED, ARCHIVE, SINGLE USE or INACTIVE.
• Issuer, Product and Funding (cards only, where the card's number range is recognised): the issuing bank with its country flag and code, the card product with its market segment (for example consumer or business), and whether the card is credit, debit, prepaid, charge or deferred debit. Rows that cannot be looked up are left out rather than shown blank.

The expiry date and the card holder's name and address are not repeated here; follow the reference link to the Payment method screen for those.

What you can do

Things to note

• Change Payment Method is offered to users with payment permission and only while payment-method editing is enabled for your organisation. It never appears on a transaction, and not on a contract that is a single scheduled payment.
• The EXPIRED and EXPIRING badges are suppressed on a contract that is no longer live, and on an archived method; the Status row still shows the method's real state.
• Issuer, Product and Funding depend on the card's number range being recognised; a bank account or an unrecognised card shows none of them, and they can take a moment to appear after the rest of the card.
• The section is collapsed by default on a fresh open of the screen. A link that arrives on the screen with the paid-by section expanded keeps it open.
• What was charged and how the gateway processed it are covered by the Processed by section, not here.

Processed by

The Processed By card names the payment processor that handles the money: the provider your organisation connected in Merchant Setup, and the account with that provider the contract or transaction runs through. On a transaction it also carries the provider's own record of the attempt, so it answers "which provider took this payment, what reference do they hold for it, and what did they say about it?"

Where it appears

On the Contract screen, when the contract has a provider assigned, and on the Transaction screen. The Transaction screen leaves it out for an offline refund, which was recorded by hand and never went to a provider.

What it shows

The card's header names the provider and the account with it, for example "provider - account name". Expand the card for the detail.

• Processor — the provider's name. An Offline badge next to it means the transaction was recorded in Shuttle rather than sent to the provider, so there is no provider-side record to look up. When the provider offers a page for the transaction, a view in ... link follows the name.

• Account — the name of the account with the provider, followed by Shuttle's identifier for that connection in smaller grey text. Quote the identifier when raising a query with Shuttle support about a provider connection.

• Saved — when the payment method was stored with this provider. Not shown for a payment method that was used once and never kept.

• Gateway ID — the provider's own reference for this transaction, the one to quote when you contact the provider about it. Long references are shortened; hover to see the whole value. Transaction screen only.

• Authorization — the approval code the card issuer returned, when there is one. Transaction screen only.

• Status Category — a badge summarising how the provider answered: Approved (green), Pending, Manual or Unresolved, or one of the decline categories. Declines are amber, or red for the two that will not clear by trying again, and each carries a short note on what to do next:

  Badge	What it tells you
  Declined	Card details rejected, check and retry.
  Bank Declined	Customer's bank declined, contact bank.
  Temporary Decline	Temporary issue, try again shortly.
  Card Blocked	Card blocked, use a different card.
  Processing Error	Technical issue, try another method.

Unresolved means the provider never confirmed the outcome; the Transaction screen lets you record the final result by hand. Transaction screen only.

• Message — the provider's own wording for the result, when it returned one. Transaction screen only.

A row is left out when there is nothing to show for it.

What you can do

Things to note

• On the Contract screen the card describes the provider the contract's next payments will go to; it has no transaction detail, so only Processor, Account and Saved appear. Open an individual payment from the statement to see the provider's reference and response for it.
• The card details themselves (card type, last digits, expiry) live in the Paid by card, not here.
• The card opens collapsed, showing only the provider and account in its header, unless you arrived by a link that opens it. Click the header to expand it.