This guide explains the different payment statuses in the Trustist system and what they mean for you and your customers.
Overview
Each payment in the Trustist system progresses through various statuses that indicate where it is in the payment lifecycle. Understanding these statuses helps you manage your payment flow and provide better customer service.
Payment Status Values
PENDING
What it means: The payment has been created but your customer hasn’t started the payment process yet.
For merchants: The payment request is waiting for your customer to begin.
For customers: They have received the payment link but haven’t clicked it or started the payment process.
Next steps: The payment will remain in this status until your customer initiates the payment process.
STARTED
What it means: Your customer has begun the payment process and is actively working through it.
For merchants: Your customer is engaged with the payment flow (entering bank details, authorising with their bank, etc.).
For customers: They’ve clicked the payment link and are in the process of completing their payment.
Next steps: The status will automatically progress as your customer completes or abandons the payment process.
PROCESSING
What it means: Your customer has completed their part of the payment process, and we’re waiting for final confirmation from the payment provider or bank.
For merchants: The payment is with the bank or payment provider for final processing. No action is required from you or your customer.
For customers: They’ve completed their part and are waiting for the payment to be confirmed.
Next steps: This status typically resolves quickly (within minutes) to either COMPLETE or FAILED.
AWAITING_CAPTURE
What it means: The payment has been approved but requires manual capture before funds are transferred.
For merchants: You need to manually capture the payment through your Trustist dashboard within the allowed timeframe.
For customers: Their payment method has been authorised but the final charge won’t appear until you capture the payment.
Next steps: Log in to your Trustist dashboard to capture the payment, or it will automatically expire.
Note: This status only applies to MOTO (Mail Order/Telephone Order) card payments where manual capture is enabled.
COMPLETE
What it means: The payment has been successfully processed and completed.
For merchants: You will receive the funds according to your settlement schedule.
For customers: Their payment has been successfully processed and they should receive a receipt.
Next steps: None required. The payment is fully complete.
FAILED
What it means: The payment was unsuccessful and will not be processed.
For merchants: No funds will be received for this payment. Your customer may retry the payment.
For customers: Their payment was not successful. They can try again with the same payment link.
Common reasons for failure:
– Insufficient funds in the customer’s account
– Expired or invalid payment details
– Customer cancelled during the payment process
– Technical issues with the bank or payment provider
– Payment timed out (customer took too long to complete)
Next steps: Your customer can retry the payment using the same payment link. You may want to contact them to assist or provide alternative payment options.
CANCELLED
What it means: The payment was intentionally cancelled and cannot be completed.
For merchants: No funds will be received. A new payment request would need to be created for the customer to pay.
For customers: This payment cannot be completed and they would need a new payment link to pay.
Next steps: Create a new payment request if the customer still needs to pay.
Payment Lifecycle Flow
PENDING → STARTED → PROCESSING → COMPLETE
↓ ↓ ↓
CANCELLED CANCELLED FAILED
AWAITING_CAPTURE → COMPLETE
↓
CANCELLED/FAILED
Webhook Notifications
If you’ve configured webhooks, you’ll receive real-time notifications for these key events:
– payment.created – When a payment is first created (PENDING status)
– payment.completed – When a payment successfully completes (COMPLETE status)
– payment.failed – When a payment fails (FAILED status)
Important: Webhooks are only sent for significant status changes (created, completed, failed). Intermediate statuses like STARTED and PROCESSING don’t trigger webhooks as they happen very quickly.
Frequently Asked Questions
Q: How long do payments stay in PROCESSING?
A: Usually just a few minutes. In rare cases, it may take longer due to bank processing times, especially for bank transfers.
Q: Can customers retry FAILED payments?
A: Yes, customers can use the same payment link to retry failed payments.
Q: What happens if a payment times out?
A: The payment will be marked as FAILED. Customers can retry using the same payment link.
Q: How long does a payment link remain valid?
A: Payment links don’t expire and can be used multiple times until the payment is completed.
Q: Why might a payment be CANCELLED instead of FAILED?
A: CANCELLED typically means the payment was intentionally stopped (e.g., by you as the merchant), while FAILED means it was attempted but unsuccessful.
Q: Do I need to capture AWAITING_CAPTURE payments immediately?
A: No, but there is a time limit (typically 7 days). Check your payment provider settings for the exact capture window.
Getting Help
If you see unexpected payment statuses or need assistance:
1. Check TrustistTransfer for detailed payment information
2. Review any error messages provided with failed payments
3. Contact Trustist support if you need assistance with specific payments
