Find a payment

Looking up a payment — whether it went through, what was taken, or what happened to it afterwards.

Where to look

Go to Reporting → Transactions. That’s the place to find a specific payment.

Not CustomerHub — that shows a customer’s activity, but the transaction list is where you search.

Finding it

1. Type the invoice or RO number into the Search box at the top.
   The box is labelled “Customer Details or INV #”, so you can search a customer’s details there too.
2. Check the Date Range covers the day the payment was taken.
   This is the usual reason something looks missing.
3. Find the payment by its amount and time.
4. Read the status.
   It sits in the Source column, under the icon — there isn’t a separate status column. See What the transaction statuses mean.

If it still isn’t there

Once you’ve checked the date range and searched the number, a payment that genuinely isn’t listed is something for us to look at. Contact DealerWorks Support with the invoice or RO number and the amount.

If you know who the customer is

Open them in CustomerHub instead and look at their Transactions tab. It lists everything that customer has ever paid you, which is quicker than filtering the whole report — see Find a customer in CustomerHub.

Related: Fixing a transaction — start here · What the transaction statuses mean · See what’s been changed on a transaction · Resend or print a receipt