How to Find Transactions in Your Payment Processor

This article shows merchants how to find the payment processor transaction linked to a CDRN or Ethoca alert with the status Attention.

Use this article if you need to:

This article doesn’t explain why an alert wasn’t auto-refunded and isn’t for finding ARNs for RDR enrollment

Before you search, collect as much alert data as you can. You can use:

Chargeback.io shows alert dates in UTC.

If you search by date in your payment processor, search one day before and one day after the alert date.

Alert timestamps and payment processor timestamps don’t match exactly. A wider date range gives you better results.

The methods below likely won't provide many results. Use a separate guide we wrote to find transactions paid for with tokenized wallets like Apple Pay.

To find the transaction by Transaction ID, click the link in the Transaction ID column.

If the alert has a linked Transaction ID, the link opens the matching transaction in your payment processor.

Not every alert includes a Transaction ID. Ethoca and Verifi don’t send full transaction details on every alert, so some alerts won’t have one.

If more than one Transaction ID link appears, check each linked transaction against the alert details before you refund anything. Match the:

If the alert doesn’t include a Transaction ID, search in your payment processor using the alert details in the sections below.

To find the transaction in Shopify, go to Orders and filter with the alert details.

Use these Shopify filters:

Because Chargeback.io shows dates in UTC, use Shopify’s Between date filter.

If the date still looks off, compare the customer’s local time zone to UTC with a time zone converter.

To find the transaction in Stripe, use the Stripe search bar and filter with the alert details. Don’t add spaces after the colon.

Use these filters:

If you need to find a country code quickly, use Ctrl + F or Cmd + F on an ISO country code list.

Chargeback.io shows dates in UTC here too.

If the timestamp still doesn’t line up, compare the customer’s local time zone to UTC with a time zone converter.

If you use a different payment processor, search with the alert details your processor supports.

Use these pieces of data:

All alert data comes directly from Ethoca and Verifi. If a detail doesn’t appear in the alert, we can’t provide more transaction data from our side.

If more than one transaction looks like a match, compare every field you can before you decide which one belongs to the alert.

Match the:

Before you treat two transactions as duplicates, confirm they were successful transactions. Don’t count failed or declined payments.

If multiple successful transactions still match the alert details and the alert does not include a Transaction ID, change the alert status to Not Found and file a Manual Credit Request.

If the Manual Credit Request is rejected, contact Support and include screenshots that show: