Payment transactions and refunds

Payments > Transactions lists every online payment and refund processed for your store, with its fees, status and payout. Open a transaction to see how its amount breaks down and to refund it.

When a gateway from Other payment providers, such as Tap, is active instead of Zid Payments, this page lists that gateway's payments.

You need the staff permissions to view Zid Payments and its transaction list. Exporting needs the export permission for Zid Payments or the permission to manage payment options, and refunding needs the permission to request refunds.

Find a transaction

Go to Payments > Transactions.

The Transactions list with its status tabs, search and filters — Sample data from a demo store.

Pick a tab: All, Successful, Failed or Refund. Failed includes voided payments, and Refund shows full and partial refunds.
Type in Search to look up a transaction.
Select the filter icon next to the search box to narrow the list, then select Apply. Reset clears the filters.

If your store offers Emkan or Madfu through Zid Payments, two extra tabs at the top split the list into Online Payments and BNPL Payments.

Filters

Filter	Options
Date range	Select date range, with presets
Payment network	mada, mada/Mastercard, Apple Pay, Apple Pay (Visa), Apple Pay (mada), American Express, Knet
Transaction type	Payment, Refund, Partial refund, Payment link
Payment status	Completed, Pending, Failed, Voided
Amount	From amount and To amount
Country	The customer's country. You can pick more than one

Transactions list columns

Column	What it shows
Transaction number / Operation type	The transaction number, and whether it is a purchase or a refund
Name / Mobile	The customer who paid
Order id	The store order the payment belongs to
Amount / Currency	The amount charged or refunded
Network	The card network or wallet used. In BNPL Payments this column is Payment method
Date / Time	When the transaction happened
Payout ID	The payout that included this transaction, once it is paid out
Status	The payment status. Hover over a failed status to read the reason

A transaction number shown in red has a pending chargeback. Hover over it to read Pending chargeback response for this transaction. and answer the dispute before the deadline. See Chargeback disputes.

Transaction statuses

Status in the list	Filter name	Meaning
Success	Completed	The payment or refund went through
Pending	Pending	The payment is still being processed
Failed	Failed	The payment did not go through. The reason appears on hover
Voided	Voided	The payment was authorized, then cancelled before it was captured

Why a payment fails

Hover over Failed to read the reason. Most failures come from the customer's card, so the customer can usually pay by trying again or with another card. Common reasons:

The Failed tab of the Transactions page — Sample data from a demo store.

the card balance is too low;
the card details or the security code (CVV) are wrong;
the card has expired;
the customer's bank declined the payment;
the verification code from the bank was wrong;
the customer reached the payment step but didn't finish paying within 30 minutes.

A customer whose payment failed often leaves an abandoned cart. You can remind them to complete the purchase from Abandoned carts.

Read a transaction's details

Select View on a transaction to open Transaction details.

A transaction's details with its reference, order, payout, date, network, status and Zid Payments package, and the Purchase amount tab — Sample data from a demo store.

Operations in your store shows:

Field	What it shows
Transaction reference number	The transaction's reference
Transaction order number	The order number. Hidden for failed and voided payments
Payout ID	The payout that included the transaction
Date and time	When it happened
Network	The card network, or Payment method for BNPL
Status	The payment status
Zid Payments package	The Zid Payments pricing tier the fee was calculated on
Reason for the failure	Why a failed payment did not go through

The tabs below it:

Purchase amount: how the amount breaks down into fees and what you receive.
Customer details: Name, Mobile, Card number, Bank name, Email and Country.
Refunded operations: every refund made on the payment. The tab is disabled when there are none.

Fees on a transaction

Line	Meaning
Operation value	The amount the customer paid
Process fee	The percentage fee for the network and your plan
Fixed fee	The fixed fee per transaction
Value added tax	VAT charged on the fees
Eshtarek App fee / Eshtarek App fee value	Shown when the payment is a subscription collected through the Eshtarek app
Fee value	The total fees deducted
Deduction percentage / Deduction value	Shown on paid transactions while you repay Zid financing: the share kept toward your repayment
Financing installment ratio	The financing repayment rate applied to the payment
Splitting percentage / Splitting value	Shown when wallet splitting is on: the share sent to your Zid wallet
Amount due	What reaches your payout after all deductions

Refund a payment

You can refund a successful card payment in full or in part, with no fee beyond the original payment's fees:

Full refund: the whole payment goes back to the customer, as long as your Zid Payments balance covers it.
Partial refund: you choose an amount lower than the payment, as long as your balance covers it.

Payments made with Emkan or Madfu through Zid Payments are refunded from the order's page instead. See Order details.

Open the transaction and select Refund at the top of the page.

A payment's details page with the Refund button — Sample data from a demo store.

The Refunding dialog shows the amount left to refund in Refund amount. To refund less, select Edit and enter the amount.

The Refunding dialog with the refund amount, Edit and Refund — Sample data from a demo store.

Select Refund, then confirm with Yes.
Refund request is created successfully appears, and the refund shows under Refunded operations.

Refund is not available, or is disabled, when:

the payment has already been refunded in full;
an earlier refund on it is still being processed or was rejected;
the payment has been archived;
more than 30 days have passed since the purchase;
your Zid Payments account is suspended, disabled or dormant.

Each entry under Refunded operations lists Refund reference id:, Refund Reference Number:, Refund date and time:, Refund type:, Refund amount, Refund status:, refund fees and Requested by:, and the customer's banking details when the refund goes to a bank account. Download invoice downloads the refund invoice.

The refund is taken from your Zid Payments balance: first from the payouts being processed, then from your current balance. If your balance doesn't cover it, you can't refund the payment. Your Zid wallet balance isn't used for refunds.

Once the refund goes through, the customer receives an email confirming it, and the amount usually reaches them within 2 to 7 business days, depending on their bank. For payments through Tap, an accepted refund reaches the customer within 14 days. If the customer's bank can't take the refund back to the card, Zid Payments completes it by bank transfer instead, and the refund shows Customer banking details. The amount stays deducted from your balance, and the transfer fee is waived when the customer's account is at Riyad Bank.

Refund statuses

The Refund status: of each refund tells you where it stands:

Status	Meaning
Request submitted	Zid Payments is processing the refund
Customer details requested	The customer's bank refused the refund to the card, so Zid Payments asks for the customer's bank details to send it by bank transfer
Successful	The amount was refunded to the customer
Cancelled	The customer's bank refused the refund

The Refunded operations tab with a refund's reference, date, type, amount and status — Sample data from a demo store.

A cancelled refund also shows in the payout export file, and as the transaction's status in the payout's details. The Refund tab lists every refund with its operation type, such as a cancelled refund:

The Refund tab of the Transactions page in the Arabic dashboard, with a cancelled refund in the list — Sample data from a demo store.

Orders paid with Tabby or Tamara don't go through Zid Payments. To refund part of one, edit the order to remove the products, then refund the difference from the order's page. You can't add products that raise the order above its original total. With Tamara, you refund a delivered order directly; for an order that isn't delivered yet, edit it first to remove products or lower its total. See Edit an order.

Download a payment invoice

On a transaction's page, select Download invoice to open the payment's invoice in a new tab. This needs the permission to manage payment links.

Export transactions

Set the tab, search and filters you want.
Select Export all transactions.
The export is prepared in the background. Download it from Export requests when it is ready.

Last updated 28 October 2026

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