Trade Orders
Basics
What is a Trade order in Subotiz?
A Trade order is the billing record that represents all customer payments in Subotiz. It covers subscription activations, renewals, and one-time purchases, keeping payment status synchronized with merchant records.
When are Trade orders generated?
Trade orders are automatically generated for the following events:
- New subscription activation.
- Automatic renewal of a subscription.
- One-time product purchase.
- Trial activation requiring a payment method.
- Zero-amount authorization for validating a payment method.
- What functions do Trade orders serve in the billing system?
- Reflect merchant order status in real time.
- Serve as the source of truth for invoices, refunds, and disputes.
Ensure reconciliation accuracy across all billing records.
Order Types and Records
- What types of orders exist in Subotiz?
- Trade order: The core order entity, with statuses such as Pending, Under review, Paid, Partially refunded, and Refunded.
- Refund order: Records refund transactions linked to a Trade order.
Disputes: Tracks disputed payments for resolution.
What information is included in a Trade order?
Each Trade order contains:
- Trade order ID (Subotiz-generated)
- External order ID (from merchant system)
- Order type (subscription creation, renewal, one-time purchase)
- Payment method (e.g., card, PayPal)
- Customer ID
- Amount and currency
- Created at
- Status
Dashboard Access & Management
Where can I find Trade orders in the Subotiz admin?
Go to Transaction > Trade orders. The dashboard lists Trade order ID, external order ID, customer ID, order type, payment method, amount, creation date, and status.
How can I search for a Trade order?
Use the search bar to find records by:
- Trade order ID
- External order ID
Pricing ID
- What filters are available in the dashboard?
- Order type: Subscription creation, renewal, one-time payment, or token charge.
- Status: Pending, Under review, Paid, Partially refunded, Refunded.
Date range: Set a start and end date for targeted review.
- What details are shown on the Trade order detail page?
- Total amount
- Payment method, provider, and currency
- Customer ID
- Related invoice ID
- Subscription contract ID (if applicable)
- Order source (subscription creation or renewal)
Refund details, including Refund order ID
Refunds
- How do I issue a refund from a Trade order?
- Locate a Paid Trade order in Transaction > Trade orders.
- Open the detail page and click Refund.
- Enter the refund amount (full or partial) and optional note.
- Confirm the refund to generate a Refund order, tracked in Transaction > Refund order.
Refund completion time may vary depending on the payment provider.
- What conditions apply to refunds?
- Only Trade orders with Paid status are refundable.
- Total refund amount cannot exceed the refundable balance.
Each refund creates a separate Refund order for audit and tracking.
Can I issue multiple refunds for the same order?
Yes. Multiple partial refunds can be processed as long as the total does not exceed the refundable balance.
Status & Troubleshooting
- What statuses can a Trade order have?
- Pending: Created but payment not yet confirmed
- Under review: Awaiting gateway validation
- Paid: Payment successful and settled
- Partially refunded: A portion of the payment has been returned
Refunded: The full payment has been returned
- How should I handle a Trade order with Pending status?
- Wait briefly for the gateway to confirm.
- If it remains Pending, check the provider’s dashboard using the external reference ID.
Retry the payment if needed.
- What should I do if an order is Under review?
- Monitor until the gateway completes validation.
If delays persist, contact the provider.
- How do I troubleshoot Paid, Partially refunded, or Refunded orders?
- Paid: No action needed unless issuing a refund.
- Partially refunded: Review the linked Refund order to confirm the amount.
- Refunded: Verify the refund order and note no further refunds can be issued.
Refund Orders
Basics
What is a Refund order in Subotiz?
A Refund order is a record that tracks returned payments. It is always linked to a completed Trade order and ensures that billing records match actual transaction outcomes. Refund orders cannot be created directly from invoices. They can only be initiated from completed Trade orders.
When are Refund orders created?
Refund orders are generated automatically in these cases:
- A merchant manually issues a refund from a Trade order.
The system processes an eligible refund automatically, such as after a subscription cancellation or billing adjustment.
- What types of refunds are supported?
- Full refund: Returns the full payment in one transaction. Only one full refund can be issued per Trade order.
Partial refund: Returns part of the original payment. Multiple partial refunds are supported, as long as the total does not exceed the original charge.
Refund Lifecycle
- How does the refund lifecycle work?
- Initiation: Refunds must start from a Paid Trade order.
- Refund order creation: A Refund order is generated when the refund request is submitted.
- Submission: The request is sent to the connected payment provider.
- Status update: The Refund order updates to Processing, Completed, or Failed.
Record updates: The linked Trade order and invoice are updated automatically based on the outcome.
- How are invoices updated after a refund?
- Full refund → Invoice status changes to Refunded.
- Partial refund → Invoice status changes to Partially Refunded.
- Failed refund → Invoice remains unchanged.
Refund Order Statuses
- What statuses can a Refund order have?
- Processing: Refund request sent to the payment provider, awaiting settlement.
- Completed: Refund successfully processed and returned to the customer.
Failed: Refund attempt did not succeed. Retry or follow up with the provider if necessary.
- What happens if a refund fails?
- The Refund order is marked as Failed.
- The related invoice remains unchanged.
Merchants can retry the refund once the issue with the provider is resolved.
Dashboard & Management
Where can I view Refund orders in Subotiz?
Go to Transaction > Refund orders. Each entry shows:
- Refund order ID
- Original Trade order ID (clickable to open details)
- Channel refund ID (from the payment provider)
- Customer ID (clickable to open the profile)
- Refund amount
- Created at
- Status
Description (optional internal note)
How can I search for a Refund order?
Use the search bar to find records by:
- Refund order ID
- Trade order ID
Channel refund ID
- What filters are available?
- Refund status: Processing, Completed, Failed.
- Date range: Filter by start and end date for targeted review.
Disputes
General Overview
What is a dispute in Subotiz?
A dispute occurs when a customer challenges a payment with their bank, card issuer, or PayPal. Subotiz consolidates these cases into a single dashboard for centralized tracking and response, allowing merchants to review details, monitor status, and respond on time.
Who decides the outcome of a dispute?
Final decisions are always made by the payment provider (such as the card issuer or PayPal). Subotiz only centralizes management and tracking, but does not control the result.
Types of Disputes
What are the most common dispute reasons?
Frequent categories include:
- Credit not processed
- Duplicate charge
- Unauthorized or unrecognized payment
- Product not received
- Product unacceptable
- Subscription canceled
- Others (case-specific reasons)
Managing Disputes
Where can I view disputes?
Go to Transaction > Disputes in the Subotiz admin. Use filters such as Case ID, Order ID, payment channel, or status to find specific cases.
- How do I respond to disputes?
- For Subotiz Payments, submit evidence directly in the Subotiz dashboard before the response deadline.
For PayPal, manage the case in the PayPal Resolution Center using the Open in PayPal button.
What information is shown in each dispute record?
Key fields include payment channel, payment method, status, order ID, case ID, dispute reason, disputed amount, creation date, last update, and response deadline.
Best Practices
How can I improve my chance of winning a dispute?
Submit clear and complete evidence such as order confirmations, delivery or access logs, and customer communication records. Always respond before the deadline.
How can I prevent future chargebacks?
Use transparent billing descriptors, send renewal reminders, provide one-click cancellation, and display refund policies clearly to reduce disputes.