Accessing the Payments View
Merchants have the ability to address payment exceptions directly from the Payments view in the merchant dashboard. The Payments view can be accessed by logging in to your merchant account and then selecting the Payments link on the left menu bar.
In the Payments view, invoices can be filtered by the three tabs across the top. The first tab, All, allows you to view all of your invoices. The second tab, Paid, allows you to view just your paid invoices. The third tab, Unresolved, allows you to view just your invoices with unresolved payment exceptions.
In each of these tabs, a list of invoices will be displayed, including the following:
- BitPay Invoice ID
- Invoice Creation Date & Time
- Invoice Amount & Currency
Additionally, you can search by the Invoice ID or filter by date range using the Search and Filter icons in the top right:
Invoices can have one of the following statuses:
- Confirming - waiting for the transaction to be added to the blockchain
- Paid - invoice has been paid in full and credited to the account ledger
- Expired - invoice expired without receiving a payment
- Overpaid - more than the amount due on the invoice was received
- Underpaid - less than the amount due on the invoice was received
- Refunded - invoice has been refunded
- Invalid - transaction has been transmitted, but has not been added to the blockchain yet (not shown, rare occurrence)
Viewing the invoice details:
To review the details of an invoice, select the desired invoice from the Payments view list. The Payment Details view will be shown, which includes the following details:
- invoice ID (at the top)
- the fiat amount and currency that the invoice was priced in
- the total in BTC
- the amount paid in BTC
- the invoice status
- the number of confirmations
- the time and date that the invoice was created (in UTC)
- the history of the invoice (creation, payment received, refund sent, credited)
Once the transaction that applied toward an invoice has received 6 confirmations, the invoice can be refunded or adjusted.
Using the Payments View:
The possible actions that can be performed from the Payments view includes the following:
- Refunding the full amount of a fully paid invoice
- Refund a partial amount of a fully paid invoice
- Refunding an underpaid invoice
- Refund the overpaid portion of an overpaid invoice
- Once processed, bitcoin transactions are not reversible. To reverse a refund, the customer will need to send a new payment.
- You may need to obtain a refund bitcoin address from the purchaser in the event of a refund.
- Some payment exceptions cannot be resolved via the dashboard and you will need to submit a request to resolve them.
- Late payment - Notifications are sent to the notification email address specified in Order Settings
- Erroneous payment - Payment sent to BitPay controlled bitcoin address that does not automatically get associated with a BitPay invoice.
- Multiple payments - More than one payment sent to the same bitcoin address associated to a single invoice but not all payments made are successfully applied to the invoice.
|The Refund button is grayed out (fully paid invoices only)
‘This payment does not have 6 confirmations yet and cannot be refunded’
|Try again once the payment has at least 6 confirmations|
|‘Please enter a valid bitcoin address’||Confirm that you have entered the bitcoin address correctly. You may need to confirm the address with the purchaser.|
|Unable to click Refund Payment button to proceed with refund of specified amount||Confirm that you have entered the same value that is shown on the confirmation page.|