Reconcile records
Use the merchant portal payment views and order details to match CanPay references, order amounts and customer payment state. Do not fulfil solely from a customer screenshot; rely on the status recorded in the authorised CanPay account.
Refunds
Apply the merchant’s published return policy consistently. When a return is approved, use the authorised refund process so CanPay can adjust the customer’s outstanding schedule. Never promise that a refund is complete until its status is confirmed in the system.
Get help
Open a Help Center ticket in the portal for settlement differences, locked sales, an incorrect order record, integration problems or a refund that has not reached its expected state. Include CanPay references and redacted evidence.
merchant paymentsrefundssettlementmerchant support ticket