Payment statuses


There are two statuses for each payment that update as it is processed.

In your MultiSafepay dashboard, go to Transaction overview, and then select the relevant transaction to open the Transaction details page. Under Status history, you can see the order status and transaction status:

Order status

Changes as the customer’s order with you progresses towards shipment (independent of payment).
API attribute: status

Transaction status

Changes as the funds progress towards settlement in your MultiSafepay balance.
API attribute: financial_status

Status meanings

The meaning of statuses (or combinations of statuses) varies per payment method. To check specific meanings, see the relevant payment method page.

The table below sets out possible order and transaction statuses and what they commonly mean.

Description Order status Transaction status
The customer has initiated a transaction. Initialized Initialized
MultiSafepay has collected payment. Completed Completed
The transaction has been cancelled. Void Cancelled
The customer has requested a chargeback. Void Void
The customer didn’t complete payment and the transaction expired.
Transaction expiry times vary per payment method.
Expired Expired
The issuer or acquirer has declined the transaction.
See also Declined credit card payments.
Declined Declined
Manually authorize or decline the transaction. Uncleared Uncleared
Manually change the order status to shipped. Shipped Uncleared

Refunds and chargebacks

Description Order status Transaction status
Refund initiated. Initialized/Reserved Initialized/Reserved
Refund/chargeback complete. Completed Completed
The refund has been processed successfully. Refunded Refunded
The partial refund has been processed successfully. Partial_refunded Partial_refunded
The refund was declined. Declined Declined

If the status of the refund is Reserved, it may mean: 

  • The refund hasn’t been processed yet. Refunds are passed to the customer’s bank at midnight on the day they are initiated, and then the status changes to Completed. The bank is now responsible for processing the payment. Refunds may be delayed by the issuing bank.
  • The refund cannot be processed due to insufficient funds in your MultiSafepay balance. To top up your balance, see Topping up your balance.

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Other languages

For an explanation in another language, contact your account manager.