The status sits in the Source column of the transaction list, under the payment-type icon.
What each one means
| STATUS | WHAT IT MEANS |
|---|---|
| Approved | The payment went through. |
| Authorized | Also went through. Treat it the same as Approved — you can close the order. |
| Declined | Didn’t go through. Take the payment again, or use another method. |
| Failed | Didn’t go through. Take the payment again, or use another method. |
| Error | It may or may not have gone through. Contact DealerWorks Support before you take the payment again. |
| Challenged (Not Approved) | The customer was sent a security check and hasn’t completed it. Nothing has been charged. |
| Refunded | Money has gone back to the customer. |
| Voided | The payment was reversed. You’ll see it as a negative amount on the transaction. |
Before you take a payment again, check the payment’s status on your transaction screen. If you’re not sure whether it went through, contact DealerWorks Support.
Seeing something that isn’t on this list? Contact DealerWorks Support rather than guessing — tell us the status and the invoice or repair order (RO) number.
Why was it declined?
In the transaction list, hover over the red status icon to see the reason, for example an expired card. You can also open the payment and click the arrow on its row to see the decline reason. Not every declined, failed or error payment has a reason, but it’s worth checking.
If a customer says they were charged and the status says otherwise
Ask them to check their bank or card statement and send you what it shows, then contact DealerWorks Support with that and the invoice or RO number.
A statement is the one thing that overrides what the status says.
Related: Fixing a transaction — start here · A payment came back Challenged · Find a payment · Refund a payment · See what’s been changed on a transaction
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