Transactions

Every payment taken on one of your terminals appears in the Transactions area of the dashboard, usually within a few seconds of the customer tapping their card. This is where you check takings, answer customer questions and pull the numbers your bookkeeper needs.

The transaction list

The list shows your payments with the newest at the top. For each one you normally see:

Finding a transaction

Search

Use the search box for a specific payment. Useful things to search on:

• The amount, when a customer tells you what they paid
• The last four digits of the card
• The transaction or receipt reference from the customer's receipt

Filter

Filters narrow the list down to a slice of your business. Common ones:

• Date range — today, yesterday, this week, this month, or a custom range
• Terminal — a single terminal, useful if you run more than one till or location
• Status — for example approved only, or declined only
• Payment method — card scheme or wallet
• Amount range — to isolate unusually large or small payments

Filters combine, so "this week + terminal 2 + declined" is a valid view. Clear them all to get back to the full list.

Transaction details

Select any row to open the full detail for that payment. The detail view typically includes:

• Amount, currency, and any tip or surcharge applied
• Date, time and the status of the payment, including the time it was authorised
• Card scheme, card type and masked card number
• The terminal and, where relevant, the staff member signed in to it
• Authorisation and reference codes used by your bank and by Citizen Pay
• The payout the payment belongs to, once it has been settled — see Payouts

Quote the transaction reference whenever you contact Citizen Pay support about a specific payment. It is the fastest way for them to find it.

Declined payments

A declined payment still appears in the list, with a reason from the card issuer. Declines are decided by the customer's bank, not by Citizen Pay, so the customer will need to try another card or contact their bank. If a whole run of payments is declining on one terminal, that is a terminal problem rather than a card problem — see Troubleshooting.

Refunds

To refund a payment:

1. Find the original transaction and open its detail view.
2. Choose Refund.
3. Enter the amount to refund. A full refund returns the whole amount; a partial refund returns part of it, for example when a customer keeps some of their order.
4. Confirm. The refund appears in your transaction list as its own entry, linked to the original payment.

Things worth knowing:

• Refunds go back to the card the customer paid with. You cannot redirect a refund to a different card or to cash.
• The money usually takes a few working days to appear on the customer's statement — that timing is set by their bank.
• Refunds are deducted from your balance, so they reduce a future payout rather than being charged separately. See Payouts.
• Refunds are typically restricted to owners and managers. See Team.

Exporting transactions

Exports are the easiest way to hand figures to a bookkeeper or load them into accounting software.

1. Apply the filters for the period you want, for example last month.
2. Choose Export.
3. Pick the format — CSV is the usual choice for spreadsheets and accounting packages.
4. The file downloads to your computer, or arrives by email if the export is large.

An export contains one row per transaction with the same fields as the detail view, so you can total by day, by terminal or by payment method in a spreadsheet.