Payments and Payment Reliability

Overview

• Payments is the transaction-oriented view for the selected period, including payment method/status, refunds, and settlement context.
• Payment Reliability is an Advanced Report that groups related payment attempts into logical operations using payment IDs/idempotency relationships.
• Reliability metrics include approval rate, retries/recoveries, declined/timed-out/failed/cancelled outcomes, stale pending attempts, and pending/failed refunds.
• Provider/terminal/POS-device rows help isolate where failures are concentrated.
• A pending attempt unchanged for 15 minutes is treated as stale in the current reliability snapshot.

When to use this

• Use Payments to investigate a specific transaction; use Payment Reliability to identify systemic terminal/provider/device patterns.

Step-by-step

1. Filter Payments by period, Store, method, or status.
2. Open the payment/order detail for a customer-specific issue.
3. Open Payment Reliability for broader failure/retry trends.
4. Compare provider/terminal/device approval rates.
5. Investigate stale pending and refund failures operationally.

Common mistakes

• Do not count every retry attempt as a separate customer payment operation.
• Do not interpret a currently stale pending attempt as proof of final failure; reconciliation/recovery may still be required.
• Do not use reliability rate alone to diagnose an external provider outage without checking logs/status.

Troubleshooting

• If duplicate-looking attempts exist, inspect the logical operation/idempotency/recovery chain.
• If one terminal is materially worse than others, check device assignment, connectivity, provider logs, and terminal state.