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Understanding Transaction Status on VTM Software

This guide walks through the Transactions tab in the VTM Software. Where you can search, review, and drill into every machine transaction. It covers the summary cards, filtering definitions of each status.

1. Get an Overview of the Transactions Tab

  • Navigate to the Transactions tab from the top navigation

  • At the top of the page, you'll see three summary cards:

  • Delivered today — total dollar amount and count of transactions delivered today

  • Yesterday — total dollar amount and count of transactions delivered yesterday

  • Last 7 days — total dollar amount and count of transactions delivered in the past week

  • 🔴 Red box — outlines the date range filter, currently set to Delivered — last month

  • 🔵 Blue arrow — points to the Export button, used to export the current transaction list

  • ⚫ Black arrow — points to the Payment Terms dropdown filter

  • 🟢 Green box — outlines the expand arrow column on the right side of the table, used to view details on an individual transaction

Below the summary cards, you can filter and search transactions using the following fields:

  • Date range — set a custom start and end date/time

  • Machine Name, Order Number, User Account, Machine Number, Product Name — free-text search fields

  • Order Status and Payment Terms — dropdown filters (covered in Steps 2 and 3)

  • Click Search to apply your filters, or Reset to clear them

2. Filter by Order Status

  • Click the Order Status dropdown to filter transactions by their current status

This view shows the available Order Status options: Unpaid, Suspending, Processing, Delivered, Refunding, Refunded, Expired, and Canceled.
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Available statuses include:

  • Unpaid
    This status indicates that the transaction was declined by Nayax or your payment provider. This is usually due to a customer using a bad card or having non-sufficient funds (NSF). If you see this repeatedly, chat with VTM support.
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  • Suspending
    The payment has been successfully completed (Prompt: Payment is made through the device). However, due to network issues, the transaction may not be reflected as “Delivered.”
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  • Processing
    The order is currently being processed.
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  • Delivered
    The Delivered status indicates that the goods have been successfully dispensed. This means that the transaction was successful and the customer has received their purchased items. If you encounter this status, you can confirm with the customer that they have received their goods.
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  • Refunding
    The Refunding status means the dispense of goods failed and the system could not automatically confirm that the payment processor issued a refund. Transactions with this status may require a manual refund through your payment processor portal.

    This can happen for several reasons, such as the refund sensor failing to detect the product falling, motor failure, or no product in an aisle that the system expects to be stocked. Check your inventory count, debug the aisle by testing the motor(s), and run a live transaction to confirm that a refund isn't generated.

    ​NOTE: If the refund sensor is disabled on your machines, an order can still enter Refunding. The most common cause is a large multi-item order running out of time. After payment, the machine has a fixed 180-second window (90 seconds, plus one automatic 90-second extension) to confirm that every item has dispensed.


    When the window closes, the order is flagged as Refunding even though the hardware worked correctly and most or all of the product was delivered.

    ​A related fault code reading "no response from serial port" is the system's fallback label for this situation and does not necessarily mean there is an actual serial or cable problem.
    ​

  • Refunded
    When a refund has been successfully processed, the transaction will have the Refunded status. This means that the customer has received their refund via the payment method used for the transaction. No further action is required by the operator or customer to facilitate the refund.
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  • Expired
    The Expired status means that the customer never used their card for the transaction. This could be because they walked away or Nayax was not responding. If you encounter this status repeatedly on the same machine, we recommend contacting VTM support.
    ​

  • Canceled
    If a transaction has been actively cancelled, it will have the Cancelled status. This means that the customer decided to abort the transaction and not make the purchase. This is typical since many people like to play and interact with the machine without having an intention of buying.

3. Filter by Payment Terms

  • Click the Payment Terms dropdown to filter transactions by how the customer paid

  • This view shows the available Payment Terms options: Free of charge, COIN, BANKNOTE, CREDIT_CARD, PAYPAL, walletPay, Offline remittance, and Stripe

↳ Use this filter when a customer or operator asks about transactions made with a specific payment method, such as confirming whether a sale was paid by credit card versus cash

4. Use Saved Views

  • Click the Views dropdown to quickly apply commonly used filter presets, or to save your own custom view

  • 🔴 Red box — outlines the Views button

  • This view shows the Presets menu

Built-in presets include:

  • Delivered — this month

  • Delivered — last month

  • Refunded — last 30 days

  • To save your own frequently used filter combination, set up your filters as needed, then click + Save current view

5. View an Individual Transaction

  • Click the arrow on the right side of any transaction row to open its full details

  • This view shows the detail panel for a USB Charging Cable order, including the product name, order number, and status at the top

The transaction detail panel includes:

  • Real Pay Price, Actual Price, and Discount Amount — pricing breakdown for the order
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  • Order Info — including User Account, Machine Name, Machine Number, Payment Terms, Tax Rate, Purchase Quantity, Order Time, and Creation Time
    ↳ Use this panel to confirm exact transaction details when troubleshooting a customer inquiry or reconciling sales



    6. Approved on Nayax, Cancelled on Machine — Manual Refund

    Nayax View


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    ​VTM Software View


    ​What happened: The card was approved and captured by Nayax. The approval response never reached the machine, so the machine cancelled the session. The motor never spun. Money taken, no product, no auto-refund.

    How to spot it: Nayax approved + machine cancelled. This is always a defect. Cancelled, by definition, means the machine never had payment and never vended, so an approval next to it is money captured against nothing.

    Not a vend failure: Vend failures spin the motor and miss the sensor, and automation refunds those. Cancelled never reaches that logic.

    Steps

    1. Confirm the Nayax charge settled, not just authorized.
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    2. Match the transaction by time. The hour may be off between the two systems — that's a timezone difference, not a mismatch. The minutes and seconds should line up within a minute.
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    3. Confirm the corresponding transaction shows Cancelled in VTM Software.
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    4. Manually refund on Nayax.
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⚠️ Important Notes

💡 Use Views to save time: If you regularly check the same type of transaction data (e.g., refunds from the past 30/90 days), save it as a View instead of re-entering filters each time.

📅 Default date range: The Transactions tab defaults to a recent date range — always confirm the date range filter before reviewing results, especially when troubleshooting an older transaction.

💾 Exporting data: Use the Export button to download the current filtered transaction list for reporting or record-keeping.

📧 Need help? If multiple transactions show an unexpected status (e.g., stuck in Processing or Suspending), reach out to a support agent for further investigation.

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