• Where do I find my transactions?

    In your Paypage account menu, you can easily lookup your transactions by choosing "Operations" and then clicking either "View transactions" or "Financial history", depending on the type of transaction results you're looking for.

  • What is the difference between View transactions and Financial history?

    If you want to check specific details of an order/transaction or perform maintenance on transactions, you should use View transactions. "Financial history" is the most convenient to periodically check incoming and outgoing funds.

    For more information, go to View transactions vs Financial history.

  • How do I know if my payment has succeeded?

    This depends on the payment method and the process behind it.

    Generally speaking, if the transaction status is "9 - Payment requested", no action is required anymore, and you will usually receive the money with the next payout of the acquirer. If the status is "5 - Authorised" (which can be the case for credit card transactions), it means the transaction is authorised but you still need to confirm it to receive a payment.

    A list of possible statuses and their meaning is available in Transaction statuses.

  • With which status can I send my goods/deliver the service?

    By default you can send goods or deliver your service once a transaction has reached the status "9 - Payment requested". However, although status 5 is a successful status, it's only a temporary reservation of an amount of money on the customer's card. A transaction in status 5 still needs to be confirmed (manually or automatically) to proceed to the status 9, which is the final successful status for most payment methods.

  • What does the green thumbs-up icon mean? Will I receive my money?

    A full green thumbs-up icon means that the transaction was completed with a 3-D Secure authentication method, such as Digipass or a card reader. However, it doesn't necessarily mean the payment itself was processed successfully. Therefore, you should always check the transaction status to know whether you'll receive your money.

  • How do I refund a payment?

    You can easily refund a payment with the "Refund" button in the order overview of a transaction (via View transactions). If your account supports it, you can also make refunds with a DirectLink request or with a Batch file upload (for multiple transactions).

    Please note that the Refunds option has to be enabled in your account.

    Contact your sales contact or epay@kbc.be for this.

  • What is the difference between a refund and a cancellation?

    You can only perform refunds on transactions which have already received status 9 for at least 24 hours. A cancellation or deletion can be done within approximately 24 hours after final status has been received (status 9 or 5).

    To know the cut-off time of the acquirer, we recommend you to check directly with our Customer Care department.

  • I refunded a transaction, but it is in status 7. Did the refund succeed?

    Status 7 (Payment deleted) means you cancelled/deleted the payment before it was processed, whereas a status 8 (Refund) only applies after the payment is processed.

    Go to Transaction statuses for more information.

  • Where can I see the log data of a transaction?

    You can find all the transaction data and history in the transaction overview, via View transactions and Financial history in your Paypage account.