These statuses indicate the current state of a transaction and can help you understand why a payment may have been declined or why a refund was issued. In this article, we will go over the different transaction statuses and what they mean.
Unpaid
This status indicates that the transaction was declined by Nayax or your payment provider. This is usually due to a customer using a bad card or having non-sufficient funds (NSF). If you see this repeatedly, chat with VapeTM support.
Expired
The Expired status means that the customer never used their card for the transaction. This could be because they walked away or Nayax was not responding. If you encounter this status repeatedly on the same machine, we recommend contacting VapeTM support.
Cancelled
If a transaction has been actively cancelled, it will have the Cancelled status. This means that the customer decided to abort the transaction and not make the purchase. This is typical since many people like to play and interact with the machine without having an intention of buying.
Refunding
The Refunding status indicates that the dispense of goods failed. This could be due to various reasons such as the light eye sensor failing to detect the goods falling, motor failure, or not having product in an aisle that says there should be. Check your inventory count, debug the aisle (test the motor(s)), and perform a live transaction to make sure a refund is not generated.
Refunded
When a refund has been successfully processed, the transaction will have the Refunded status. This means that the customer has received their refund via the payment method used for the transaction.
Delivered
The Delivered status indicates that the goods have been successfully dispensed. This means that the transaction was successful and the customer has received their purchased items. If you encounter this status, you can confirm with the customer that they have received their goods.
Customer Charged but Did Not Receive Product – Troubleshooting Guide
If a payment was authorized and approved but the customer did not receive their product, follow these steps to diagnose and resolve the issue:
1. Confirm the Transaction on Nayax or Kiosoft Portal
Locate the transaction in either the Nayax or Kiosoft portal.
Verify that the payment was:
Authorized
Approved
Not cancelled or refunded
2. Verify the Transaction in VapeTM Software
Navigate to the Real-Time Transactions section in the VapeTM software.
Find the matching transaction and review its status.
3. Interpret the Transaction Status
If the status is Cancelled, Unpaid, or Expired, this indicates a communication failure.
In such cases, the customer is entitled to a refund.
4. Prevent Recurring Issues
If this issue occurs frequently:
Ensure the machine is connected to a VapeTM wireless modem, not the venue’s Wi-Fi.
If using a VapeTM cellular modem and the issue persists, contact VapeTM technical support for assistance.