Transaction Status Reference
Card Not Present › Merchant Backoffice › Transaction Status Reference
Every transaction status explained — what it means and what to do
| Status | Meaning | Action required |
|---|---|---|
| Authorised | Card approved by issuing bank. Funds reserved but not yet collected. | Capture within your agreed window (typically 7 days). Uncaptured authorisations expire automatically — funds are released back to the customer. |
| Captured | Funds collected. Transaction in the settlement batch. | None. Funds will settle to your bank account on the next settlement run (next working day for GBP). |
| Declined | Transaction refused by the issuing bank. No funds moved. | Ask customer to use a different card or contact their bank. Do not repeatedly retry the same card — multiple declines can trigger fraud flags. |
| Pending | Awaiting confirmation from the payment network. Funds in limbo. | Monitor. Most pending transactions resolve within a few hours. If still pending after one working day, contact TWPayz support with the Tracking ID. |
| Cancelled | Transaction voided before capture. No funds moved. | None. The customer's authorisation hold is released. |
| Reversed | A captured transaction has been reversed. Funds returned to customer. | Reversed transactions are removed from your settlement for the period. Confirm with your customer that they have received the funds (allow 3–5 working days). |
| Refunded | Customer has been refunded after settlement. | Refund amount will be deducted from your next settlement batch. Confirm with customer (3–5 working days for funds to appear). |
| Chargeback | Customer has disputed the transaction with their card-issuing bank. The bank has initiated a chargeback process. | Respond promptly — contact your Account Manager to submit evidence (order confirmation, delivery proof, customer communication). Unresponded chargebacks result in automatic debit from your account. |
| Failed | Transaction failed to process — a technical error, not a customer decline. | Note the Tracking ID and contact TWPayz support. Do not retry without understanding the cause. |
Chargeback timeline: you typically have 10–30 days to respond to a chargeback, depending on the card scheme. Contact your Account Manager immediately when a chargeback appears — do not wait.