Payment Request Status Reference

Modified on Fri, Jun 12 at 1:28 PM

When you send a payment request by text or email, DealerWorks tracks its progress in real time. This article explains how to read the Payment Requests screen and what each status means.

Where to Find Payment Requests

Go to Open Orders → Payment Requests in the left navigation. By default, the page shows only active payment requests — those that have been sent but not yet paid, canceled, or expired. Use the filter buttons at the top to change the view:

All — shows every payment request: active, paid, canceled, and expired.
Canceled — shows only canceled requests.

Note: Once a payment request is paid, it disappears from the default active view. Click All to see it.

Reading the List

Each row shows one payment request. The Viewed and Paid columns use icons to show progress:

Icon	Meaning
Green checkmark	This event has occurred — the customer has viewed the link, or payment has been completed.
Circle with X	This event has not happened yet.
Red amount + stop icon	The request has been canceled or has expired. The link can no longer be used.

Status Reference

Status	What it means	What to do
Sent	The payment link has been sent. The customer has not opened it yet. Both Viewed and Paid show as not completed.	No action needed. Follow up by phone or resend if the customer hasn't engaged after a reasonable time.
Viewed	The customer opened the payment link. The Viewed column shows a green checkmark. Payment has not been completed yet.	No action needed. Follow up if payment doesn't come through.
Paid	The customer submitted payment through the link. Both Viewed and Paid show a green checkmark. The request is removed from the active view.	Go to Reporting → Transactions and confirm the transaction status is Approved. See the note below about Challenged transactions.
Canceled	A staff member manually canceled the request. The amount appears in red. The link can no longer be used. Visible using the Canceled filter or the All filter.	Return to the repair order and send a new request, or process payment another way.
Expired	The payment link expired before the customer paid. By default, links expire after 7 days — your dealership may have a different setting. Expired requests appear under the All filter.	Send a new payment request from the repair order, or collect payment another way.

Important — Always verify in Reporting after a payment request is paid. A request showing as Paid means the customer submitted payment — it does not confirm the transaction was approved. Go to Reporting → Transactions and confirm the status is Approved. If the transaction is Challenged, it will still appear in the active Payment Requests view.

How Requests Progress

A payment request moves through statuses in this order as the customer interacts with it. Not every request passes through every stage — for example, some text messages jump from Sent directly to Viewed without a confirmed delivery step.

Sent

→

Viewed

→

Paid

How Payment Requests Appear in Reporting

In Reporting → Transactions, payment request transactions are identified by an airplane icon in the Source column. The icon color tells you the outcome:

Icon color	Transaction status
Green airplane	Approved — payment processed successfully.
Yellow airplane	Challenged (Not Approved) — the transaction is under review. See the Challenged Transactions article for next steps.
Red airplane	Failed or Declined — the payment did not go through. The customer will need to try again with a different payment method.