Suppliers can use the Search section to review transactions, confirm the status of a transaction, or generate a refund. You can organize this information in a timeline at a granular level.

Using the search tool

The search tool allows you to look up transactions, refunds, or chargebacks and export the results to a CSV file.

Click Search from the side navigation menu.
Select either Transaction Search or Refunds/Chargebacks Search from the top dropdown.

Use the fields to filter your search results, then click GO to retrieve the results.

To export the search results, click Export. The Reach Admin Portal will download the search results to a CSV file in your Downloads folder.

Please note that the Transaction Search export includes values for cancelled transactions and does not include refunds. To view a report that reflects these adjustments, review your monthly settlement report.

If you make edits to your search filters, click GO again, as your search results will not be automatically updated.

Quick Search

Use the Quick Search field at the bottom of the side navigation bar to navigate directly to a specific transaction or period. Simply enter a target date range or Account ID to view the matching records.

Transaction Search

The search section defaults to the Transaction Search, where you can search for a specific transaction when you require more details. You can narrow your search results using various criteria, including date ranges, transaction status, payment method used, and more.

The Aggregate Details section provides information on the search results as a whole, such as the most common currency, total volume, and average volume.

Refunds/Chargeback Search

Select Refund/Chargeback Search from the dropdown list to search for refunds and chargebacks. Use the Reversal Type field to narrow the search results to only refunds or only chargebacks.

You can narrow your search results using criteria such as date ranges, state, and the token method used (Apple Pay, Shop Pay, etc.).

Payment Details window

For more details on a specific transaction, chargeback, or refund, you can access the Payment Details window.

In the search results, click on the row of the transaction to open the Payment Details window.

The Payment Details window is broken down into tabs.

Summary tab

The Summary tab displays the transaction details, including card details, the foreign exchange rate of the specified transaction, and more.

The Reversal Info area displays any refunds or chargebacks related to the transaction.

The Fraud Analysis section shows details related to fraud; however, because Reach offers customized fraud solutions to each specific supplier, the information here can vary.

Review tab

The Review tab displays any details related to the fraud review. This tab will only be accessible to suppliers using Reach's managed fraud services.

Related tab

You can reference previous history for related transactions, including by email or IP address. If this tab is not accessible there are no related transactions.

Contract tab

The Contract tab displays any details related to the contract transactions. If this tab is not accessible there are no contracts present.

Refunds tab

The Refunds tab lets you review previous refund information or process a refund for a transaction. To generate a refund, see Creating a refund for instructions. All Shopify refunds are handled through the Shopify admin for Shopify stores, following standard Shopify refunding steps.

Timeline tab

The Timeline tab shows the timeline of events throughout the transaction.

Notes tab

You can leave notes for individual transactions. These notes can assist accounting and customer service teams. To add a new note, type your content in the text field and click Add New Note when finished. The note will appear in a list below the text field. You can sort notes by date by clicking Oldest First or Newest First.

Refunds

You can create a refund through Reach Admin. Reach guarantees the foreign exchange rate 90 days after the shopper makes the transaction. You have a maximum of 180 days to complete a refund. If a refund is related to a chargeback, dispute, or request beyond 180 days, contact [email protected].

Processing times for refunds may vary depending on the bank and payment method used.

Reach will process the refund using the payment method on file.

Shopify refunds

All refunds are handled through the Shopify Admin for Shopify stores, following standard Shopify refunding steps.

The advantage of the embedded Shopify solution is that it requires no technical integration. This allows you to use your store through Shopify's admin without needing to visit a third-party site.

PayPal refunds

Refund timeline

PayPal has a hard limit and cannot be refunded beyond 180 days.

You can refund PayPal orders directly from the Shopify dashboard, just like any other orders. However, if you are switching from your PayPal account to a Reach PayPal account, orders made using your previous PayPal account must be initiated from your previous PayPal dashboard, not Shopify.

Funnelish refunds

Partial Funnelish refunds require manual action by the Reach team at [email protected].

Note

This action is not required for full refunds.

Create a refund

First, use the search tool to filter for the relevant transaction. Click on the transaction row to open the Payment Details windowand navigate to the Refunds tab, then follow the steps below. You can edit refund amounts by following the same process.

Click Add New Refund.

Enter the required refund information and applicable notes on the Submit Refund window.

Ensure the information matches your other systems, including noting full or partial refunds, correct currency, referencing related ticket numbers, and other details specific to your business operations.

Click Submit Refund.

You will receive a success message stating:

The refund has been successfully submitted.