Managing Your Sales

The MII includes tools that you can use to create an overview of all transactions going through your gateway; as well as a real-time order management, reporting on transaction data and conversion rates:

Conversion Tool

The Conversion tool reports on the proportion of the transaction attempts that have been converted into successful transactions. You can search for all transactions, even the ones that did not go through or were not completed.

Navigate to Sales > Conversion.

Complete the filter details as required.

Transactions Tool

The transactions tool allows you to filter any transactions that are categorised as completed; all reserved (pre authed), captured, refunded and credited transactions.

Watch the video to find out more. The password to view it is valitor.

The tool can also be used for reports. There is a limit of 20,000 downloadable transactions.
See more about Reporting.

Conversion Graph

The conversion graph shows live, automatically updated data and data for the last two days. Here you can see the overall conversion: success, declines, error, conversion percent. You can also see the top decline reasons and scheme split.

Watch the video to find out more. The password to view it is valitor.

Understanding Transactions

When a transaction is selected, all related order details are shown. Transactions are broken down into parts, with each instance carrying a time & date stamp. This can be used for conversion analysis and A/B testing.

Shortcuts are available to view previous transactions made by the same card number or IP address. Customer, product or related information passed to AltaPay can be shown.

Status of transaction

If you press “ctrl + left mouse button click - the transaction will be opened in a new tab”. This can be an effective way to check several transactions in multiple tabs, if investigating a customer issue.


Each transaction has a status:

Pre auth:

amount is reserved on the customer’s card, bank account or relevant wallet

The lifetime of a pre auth is solely controlled by the payment method or card issuer.
Wallet Initialized (PayPal) the customer has been redirected to PayPal to finalize the payment and has yet to return
Captured amount is captured (purchase is completed) and money has been withdrawn from the customer’s bank account
Refunded money is refunded to the customer
Depending on the payment method this operation may not be instant and can take a few days from the moment the refund is done until received by the customer. The delay is solely controlled by the payment method provider or card issuer.
Released pre auth is released and reservation is cancelled, removed

technical error

This can either be an actual error or, as seen in most cases, the customer entering invalid payment details.
See the full list of error messages in Error Messages.

Transactions page

Click on a transaction to display the transaction’s page.

The payment ID, shop name, order ID, payment source, created date and terminal name are displayed, along with log records showing the transactions.

Example of a “preauth” credit card transaction

Click on Go to payment request details to see further details of the payment request.

Capturing and Releasing Payments

Watch the video to find out more. The password to view it is valitor.

You can capture or release payments (including partial captures).

As a general rule, you should only use the AltaPay gateway to capture, release and refund a customer if you do not have a backend that is integrated to AltaPay, or an issue in the backend hinders the execution of the relevant action.

Under the Actions buttons, you can can find information regarding the customer. The level of customer details depends on the payment method in use and what details has been passed on from the webshop.

We advise passing on as much details to the gateway as possible since this aids your customer service team, giving them the option to search on e.g. email and name, and being able to verify the order.

Credit Card Here you can see the Card number (first 5 and last 4 number, e.g. 12345**********1234)
Card status valid/invalid (Soon to expired)
Card type (VISA, MASTERCARD, AMEX, etc) If you press Bin Lookup, you will be able to check the card type (credit/debit/corporate) and where the card originates from
Auth data
CVC status (note in many cases the issuer doesn’t inform about the status of the CVV)
3D Secure If applicable, lists both the outcome and if the liability shift is in place
Auth code 6 digit code provided by the issuer. Can be useful if more than more transaction has been placed on a given day


Customer Details & Extra Information

Customer and extra info contains IP address, username, email address, customer phone, shipping address and other details.

Log Records

On the righthand side, you can see the transaction log with the messages that explains what happened to the transaction.

For captures, refunds and releases the user executing the action is registered.

Search Function

The Search tool displays transactions in real-time. You can build up a query to search for order IDs, statuses, payment types, currencies, values, date ranges and much more. Bookmark frequent searches to your browser for easy access. Selecting any transaction shows additional information.

Watch the video to find out more. The password to view it is valitor.

Be aware that the Search only includes transactions where the customer either submitted payment details or was redirected to a third party.

There are several ways to conduct a search. The aim of the Search tool is to easily find specific orders and attend order management needs. Pleasecontact us if you cannot find what you’re looking for in the Conversion, Transactions or Search options.

You can search for a credit card (all payments made by the same credit card will be displayed), terminal name, order ID, etc.

You can use:

  • OPERATIONS -> SEARCH. This gives you visual tools to help constructing a query.
  • The search window in the upper right corner of your page. There you can search by order ID, terminal name, shop name,etc.
If there is only one result, you will be taken directly to the transaction view. Press back to get to the list view.  If there are more than one result you will be taken to the list view.

The list view shows the orders sorted by relevance and only the first 100 results. If the expected result is not included in the first 100 results, add further criteria to the filter, e.g. a date range.

If you want to, say, view all captured VISA transactions, you can enter +captured +VISA.

If you are searching for all EUR transactions with a value of 55 EUR, enter +55.00 +EUR.


The MO/TO Terminal is available for users with the “merchant - moto” permission enabled.

The main difference between an e-commerce and MO/TO order, is that with e-commerce, the card holder keys in the card details, whereas with MO/TO, the customer passes the card details to the merchant, who keys them in directly.


With some acquirers, you may need an addition to your agreement before you can process MO/TO payments. Please contact the AltaPay Merchant Implementations team for more information. You are advised to use different order ids for individual orders, so it is easy to distinguish between them. The order id can only contain letters a-z and numbers.

Refund Files

Watch the video to find out more. The password to view it is valitor.

iDeal and Sofort refund  process

Fully automated refunds for Sofort are only possible if you use Deutsche Handelsbank. If you use one of other German bank accounts, your refunds are semi-automated, and you need to follow the procedure below. All refunds for iDeal are semi-automated.

It doesn’t matter if you have processed 1 or 100 refunds. The PAIN file will contain information about all refunds processed the previous day

How to initiate an iDeal or Sofort refund

  • If you press “refund” for iDeal or Sofort transactions,  AltaPay will not issue a return or refund transaction to iDEAL.
  • Instead a file will be generated overnight, referred to as a PAIN file. This file will appear under Operations -> Refund files. PAIN files contain instructions on how and where to send the refunds.
  • In order to process the refund you need to download the refund file and upload it to your online bank, e.g. Rabobank. It is VERY important that each file is only upload once to your bank to avoid the risk of duplicate refunds.
Make sure relevant users receive an email notification when a PAIN file is generated. This can be configured in the user settings

Fraud Management Tools

AltaPay utilises external fraud services for fraud screening. If you as an merchant experience problems with fraud or would like to know more about what these fraud services can do to help mitigating fraud, reach out to us at