Refunds, Chargebacks & Pending
The Refunds, Chargebacks & Pending report contains all transactions that are not successful payments. This includes refund records, chargeback entries, and payments that are still in a Pending state (i.e. the customer started checkout but the payment hasn't been confirmed yet).
Like the Successful Payments report, each row can be either matched or unmatched against PSP settlement data. However, in practice, most entries in this report are unmatched because non-success items often don't appear in PSP settlement files the same way successful payments do.
When to Use This Report
- To track pending payments that haven't reached a final state
- To reconcile refunds against your records and PSP refund confirmations
- To monitor chargebacks and their impact on your revenue
- To investigate payments that were abandoned or failed during checkout
- To calculate your pending exposure, i.e. money that may or may not settle
What's In This Report
| Transaction Type | Description |
|---|---|
| Pending | Customer initiated a payment but it hasn't been confirmed as successful or failed. Common with redirect-based payment methods where the customer may have abandoned checkout. |
| Refund | A previously successful payment that was partially or fully refunded. |
| Chargeback | A payment disputed by the cardholder through their bank. |
Column Reference
This report shares the same column structure as the Successful Payments report, but without the break columns (break_gross_amount, break_currency, break_created_month).
NjiaPay Columns (always populated)
| Column | Description | Example |
|---|---|---|
njia_intent_id | NjiaPay's unique payment identifier | 018c7da4-2290-7217-... |
njia_reference_id | Your order/payment reference | ACME_MARKET_18529 |
merchant_id | Your merchant identifier | acme |
njia_merchant_id | Same as merchant_id | acme |
njia_currency | Currency of the transaction | GBP |
njia_amount | Amount in major units | 13.32 |
njia_intent_status | Transaction status: Pending, Refunded, Chargeback, etc. | Pending |
njia_attempt_id | NjiaPay's attempt number | 1884149 |
njia_attempt_updated_at | When this was last updated | 2025-11-10 12:05:11 |
created_ts | Transaction timestamp for filtering | 2025-11-10 12:05:11 |
njia_payment_partner | PSP that processed the payment | Adyen |
njia_connection_id | Specific PSP connection/account | adyen-global |
njia_payment_partner_ref | PSP reference (may be empty for pending payments) | `` |
NjiaPay Extra Column
| Column | Description | Example |
|---|---|---|
njia_amount_minor_units | Amount in minor units (cents/pence) | 1332 |
PSP Columns (populated only when matched)
These columns follow the same structure as in the Successful Payments report. They are filled when exists_in_psp = True (e.g. when a refund or chargeback appears in the PSP settlement file). This report includes both minor units (cents/pence) and major units (dollars/pounds) for PSP amounts.
| Column | Description | Example |
|---|---|---|
psp_type | PSP identifier in settlement file | AdyenGlobal |
psp_created_timestamp | When the PSP recorded this entry | 2025-10-15 09:22:00 |
psp_merchant_id | Your merchant ID on the PSP side | acme |
psp_batch_ref | Settlement batch reference | 158 - 2025-10-15 09:22:00+00 |
psp_transaction_type | PSP classification (e.g. Refunded, Chargeback) | Refunded |
psp_gross_currency | Currency of the gross amount | GBP |
psp_gross_amount_minor_units | Gross amount in minor units | -1000 (negative for refunds) |
psp_gross_amount | Gross amount in major units | -10.00 |
psp_exchange_rate | Exchange rate applied by PSP | 1.0 |
psp_cost_currency | Currency in which fees were charged | GBP |
psp_total_costs_minor_units | Total fees in minor units | 20 |
psp_total_costs | Total fees in major units | 0.20 |
psp_net_currency | Currency of the net amount | GBP |
psp_net_amount_minor_units | Net amount in minor units | -980 |
psp_net_amount | Net amount in major units | -9.80 |
Existence Flags
| Column | Value | Meaning |
|---|---|---|
exists_in_njia | True | Transaction was found in NjiaPay |
exists_in_psp | True or False | Whether a matching PSP settlement record exists |
Example Data
The example below shows pending marketplace payments that have not yet been matched to PSP settlement data.
| njia_reference_id | njia_currency | njia_amount | njia_intent_status | created_ts | njia_payment_partner | njia_connection_id | exists_in_njia | exists_in_psp |
|---|---|---|---|---|---|---|---|---|
| ACME_MARKET_18529 | GBP | 13.32 | Pending | 2025-11-10 12:05:11 | Adyen | adyen-global | True | False |
| ACME_MARKET_17908 | EUR | 2.29 | Pending | 2025-11-08 03:17:10 | Adyen | adyen-global | True | False |
| ACME_MARKET_18358 | USD | 1.16 | Pending | 2025-11-09 17:39:03 | Adyen | adyen-global | True | False |
| ACME_MARKET_18319 | EUR | 8.14 | Pending | 2025-11-09 15:05:44 | Adyen | adyen-global | True | False |
| ACME_MARKET_17959 | EUR | 8.20 | Pending | 2025-11-08 07:57:36 | Adyen | adyen-global | True | False |
| ACME_MARKET_17546 | GBP | 1.83 | Pending | 2025-11-06 15:58:57 | Adyen | adyen-global | True | False |
| ACME_MARKET_18528 | AUD | 16.17 | Pending | 2025-11-10 12:01:58 | Adyen | adyen-global | True | False |
| ACME_MARKET_18370 | CAD | 8.12 | Pending | 2025-11-09 18:28:07 | Adyen | adyen-global | True | False |
| ACME_MARKET_18022 | CHF | 6.01 | Pending | 2025-11-08 12:46:42 | Adyen | adyen-global | True | False |
| ACME_MARKET_17517 | GBP | 5.04 | Pending | 2025-11-06 14:12:21 | Adyen | adyen-global | True | False |
All PSP columns are empty for these rows because exists_in_psp = False.
How to Read This Report
Understanding Pending Transactions
Most entries in this report will be Pending status. These are payments where the customer began the checkout flow but the transaction was never confirmed as successful. Common scenarios:
- Customer was redirected to a 3D Secure page but abandoned it
- Mobile money payment was initiated but the customer never confirmed on their phone
- Bank transfer was created but the customer never completed the payment
These are not lost revenue. The money was never collected. However, tracking them helps you understand your checkout drop-off rate.
Aging Pending Transactions
Create a helper column to see how old each pending item is:
=TODAY() - DATEVALUE(LEFT(B2, 10))
Where B2 is the njia_attempt_updated_at cell.
- 0--2 days old: Normal. The customer may still complete the payment.
- 3--7 days old: Likely abandoned. The payment link has probably expired.
- 7+ days old: Definitely abandoned. These will not convert.
Tracking Refunds and Chargebacks
Filter the njia_intent_status column to Refunded or Chargeback to isolate these entries. For matched refunds, the PSP columns will show the refund confirmation details and the negative settlement amount.
Tips for Working with This Report
Count by Status
=COUNTIF(report[njia_intent_status], "Pending")
=COUNTIF(report[njia_intent_status], "Refunded")
=COUNTIF(report[njia_intent_status], "Chargeback")
Calculate Pending Exposure by Currency
=SUMIFS(report[njia_amount], report[njia_currency], "USD", report[njia_intent_status], "Pending")
Pivot Table: Pending by PSP and Currency
- Select all data
- Insert > Pivot Table
- Set Rows =
njia_payment_partner, Columns =njia_currency, Values = COUNT ofnjia_intent_id
This quickly shows which PSPs and currencies have the most pending items.