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.

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 VTM support.

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 VTM support.

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.

The Refunding status means the dispense of goods failed and the system could not automatically confirm that the payment processor issued a refund. Transactions with this status may require a manual refund through your payment processor portal.

This can happen for several reasons, such as the light eye sensor failing to detect the product falling, motor failure, or no product in an aisle that the system expects to be stocked. Check your inventory count, debug the aisle by testing the motor(s), and run a live transaction to confirm that a refund isn't generated.
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NOTE: If the refund sensor is disabled on your machines, an order can still enter Refunding. The most common cause is a large multi-item order running out of time. After payment, the machine has a fixed 180-second window (90 seconds, plus one automatic 90-second extension) to confirm that every item has dispensed.
When the window closes, the order is flagged as Refunding even though the hardware worked correctly and most or all of the product was delivered.
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A related fault code reading "no response from serial port" is the system's fallback label for this situation and does not necessarily mean there is an actual serial or cable problem.

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. No further action is required by the operator or customer to facilitate the refund.

The payment has been successfully completed (Prompt: Payment is made through the device). However, due to network issues, the transaction may not be reflected as “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: