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Get Live Payment Status

Overview

Sometimes a payment sits on Processing for longer than expected. This usually happens because the overnight system that checks payment statuses hasn't run yet, or the payment gateway itself is still working on it. Instead of waiting, you can now pull the live status straight from the payment gateway with a single click, so you and the studio know exactly where a payment stands.

Prerequisites

  • Access to the Hapana dashboard with permission to view Payments.
  • The payment must have gone through Ezypay or Stripe.
  • The payment's current status must be Processing or Refund Scheduled.
  • Enough time must have passed since the payment was taken: about 1 minute for card payments, or about 3 days for bank payments. The refresh icon won't show up before then.

Step 1: Find the Payment

  • Log in to your Hapana dashboard.
  • Click the Payments tab.
  • Open the payment you want to check. You'll find it under:

  1. Payments > Retail Dashboard > Payment History: Payment Log

  2. Clients > Client Profile: Payment Log

  3. Single Payment Details

  4. Payment Gateway Attempts pop-up.

You can also spot flagged payments in Reports  > Net Revenue +In Processing Transactions.

Step 2: Spot the Red Refresh Icon

Next to any payment still sitting on Processing or Refund Scheduled, you'll see a small red refresh icon. Hovering over it turns it blue and shows the tooltip “Refresh to get current payment status.”

Tip: The refresh icon only appears once the gateway has had time to settle the payment - about 1 minute for card payments and about 3 days for bank payments. It only shows up for Ezypay and Stripe Express payments that are still Processing or Refund Scheduled.

Step 3: Click Refresh

  • Click the red refresh icon.
  • Hapana reaches out directly to Ezypay or Stripe to pull the current status of that payment.
  • If the status has changed (for example, from Processing to Paid or Failed), Hapana updates it automatically.

Step 4: Check the Result

  • If the payment has cleared, the status updates right away for example, to Paid.
  • If a refund was requested while the payment was still Processing, refreshing also checks whether the payment has since gone through. If it has, Hapana automatically continues that refund for you. This is the same as the usual overnight process, just instant.
  • If the status doesn't change, the gateway still has it listed as Processing. Wait a little longer and try again, or check the Payment Gateway Attempts pop-up for more detail.

Expected Outcome

Once you refresh, the payment status in Hapana matches the live status from Ezypay or Stripe Express. A cleared payment shows as Paid, a failed one shows as Failed, and any refund that was waiting on a Processing payment carries on automatically as soon as that payment is confirmed.