Many different types of transactions can occur with your store via WooCommerce Payments, including:
- Deposit: Transfer of all or part of your account balance to your bank account or debit card.
- Charge: A payment charged against a credit or debit card for a purchase.
- Refund: Return of all or part of a charge to the card a customer used to pay for a purchase.
- Dispute: Chargeback or inquiry lodged by a customer with their card provider over a charge placed with your store.
- Dispute Reversal: Return of the fees and payment amount withdrawn after a dispute was opened.
With WooCommerce Payments, you can view and manage each of these different types of transactions within your WordPress dashboard.
Deposits occur when a portion of your account balance is paid to your nominated bank account or debit card. Deposits are scheduled to transfer automatically to your deposit account. Eligible merchants can also request an instant deposit.
WooCommerce Payments provides a list view and detail view of these deposits.
To access deposits, go to Payments > Deposits.
On this page, you can:
- View estimated deposits details.
- View the list of previous deposits.
- View the transactions associated with given deposit.
WooCommerce Payments provides a list view to access information about transactions on your site that were placed using WooCommerce Payments. This page includes transactions including the capture of a charge, payment, payment failure refund, refund, refund failure, dispute, and dispute reversal.
To access the transactions list view, go to Payments > Transactions.
On this page, you can:
- View the list of previous transactions.
- Sort the list by date, amount, fees and net revenue.
- Filter the list by date and type.
- View the details of a specific transaction.
- View and capture authorized transactions.
If the payment was authorized but not captured, those transactions will appear under the Uncaptured tab. For further details on that workflow, see our authorize and capture guide.
On the transactions screen, you can download your transactions via the download button. If all of your transactions are visible in the list view (maximum of 100), your export file will download immediately. Otherwise, an export file will be emailed to you. This is sent to the email address on your WordPress.com account. This may be different from you WooCommerce.com email address, your site’s admin user email address, the email address on your account with the site, and the email address on the WooCommerce Payments account.
Note: there are minor differences between immediate and emailed exports. For example, the emailed export will not contain order IDs, but will contain transaction IDs.
A dispute is a chargeback or inquiry from a card issuer about a charge. Disputes occur when your customer questions a transaction with their card issuer.
You can view and respond to a dispute, and potentially overturn it, from within WooCommerce Payments.
To view the disputes, go to Payments > Disputes.
On this page, you can:
- View the list of disputes made on payments processed with WooCommerce Payments.
- View the status and other details of a specific dispute.
- Respond to a dispute while it has the status Needs response, by choosing to either:
- Accept the Dispute, and charge associated with it; or
- Challenge the Dispute, by submitting evidence required to overturn it.
Learn more about challenging disputes, and evidence required to overturn different types of disputes, in the dispute response guide.
If a customer contacts you to request a refund, and your refund policy permits it, you can refund the payment from within your WordPress administration dashboard.
To refund a payment:
- Go to WooCommerce > Order.
- Search for the customer by email or name.
- Click the order ID & customer name.
- Click Refund.
- Adjust the quantity of the product(s) to be refunded, or type in the amount to be refunded in the Total column next to it.
- Optionally, enter a Reason for refund.
- Click Refund via WooCommerce Payments.
The charge amount plus transaction fees will be deducted from your account balance and returned to the customer’s original payment method.
Refunds are processed immediately, however, depending on the customer’s bank, it can take anywhere from 5 to 10 business days before it reflects on the customer’s statement.
In some cases, often when the payment is closely followed by a refund, the refund might be processed as a reversal. In this scenario, the original payment disappears from the customer’s account statement entirely and the balance reflects as though the charge never occurred.
If your customer doesn’t see the refund after 10 business days and the original charge is still visible on their bank statement, they should contact their bank for more information.
If further difficulties with processing the refund are encountered beyond this timeframe, please contact support.