In previous articles, we covered what X-Cart Pay is and how to set it up. Here we'll look at how to process payments, withdraw funds, process refunds and chargeback and what the payment experience looks like for customers.
Processing payments
X-Cart Pay processes payments automatically (without manual capture), but not as an instant sale.
Here’s what happens from order to payout:
Authorization: The payment is checked for available funds and passes security checks when the order is placed.
Capture: The customer is charged and the deposit report is generated — usually within a day for cards, or a few days for ACH.
Receiving Funds: Once captured, the funds are transferred to your bank account.
Depending on a processing stage, each payment can have one of the following statuses:
| Payment is approved but not yet available for withdrawal. |
| Payment has been sent to your bank account. |
| Payment was refunded with a fee. |
| Payment was voided without a fee. |
| Payment is flagged for fraud review. |
Navigating X-Cart Pay
X-Cart Pay is split into four sections to help you manage payments:
Configuration: Set up your X-Cart Pay account and adjust payment options like 3-D Secure, ACH Payments, and Apple Pay.
Payment Report: Review and export transactions or issue refunds.
Deposit Report: Track all payouts from X-Cart Pay to your bank account.
Chargeback Report: View and respond to chargebacks from your customers.
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Viewing payment history
To see all transactions your customers made via X-Cart Pay:
Click X-Cart Pay in your X-Payments Admin.
Select Payment report tab.
Use table to view details such as transaction date, type, status, amount, customer's name, email and used payment method, as well as Transaction ID.
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💡 To refresh the list of transactions, click two arrows to refresh next at the top of the table or refresh the browser page.
Sorting Payments
To sort transaction by amount, date, or other details hover over the column title you want to sort (for example, Status) and click it.
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Filtering Payments
To filter the transactions that match specific criteria:
Hover over the column you want to filter (for example, Status).
Click the three-line icon to open the filter menu.
In the dropdown, select the filters you need (for example, Succeeded).
Click Apply.
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💡 To clear the filters: Click the three-line icon again and select Reset.
Issuing refunds
In your X-Cart Pay, select Payment report tab.
Choose the payment you need to open its details.
Click Refund, then select a refund reason (Duplicate, Fraudulent, Requested by customer etc).
For a partial refund, enter the amount you want to refund.
Click Refund to complete the process.
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You can also make refund from your X-Cart Admin
You can also make refund from your X-Cart Admin
Go to Orders › Orders.
Select the order # you'd like to refund money for to open it.
Click Void / Refund.
Afterward, the payment will be either Cancelled or Refunded, depending on when the refund is processed:
Cancelled | You can cancel the full payment free of charge on the same day it’s received, as long as its status is Processing. |
Refunded |
Receiving payouts
You receive funds when X-Cart Pay makes deposits to your bank account. A deposit is a single payout that combines the total amount you received that day — minus any deductibles, like chargebacks, returns, fees, or adjustments.
Deposits are sent automatically to your bank account once per business day, however funds availability varies depending on payment method used by each customer:
Card payments usually arrive the next business day.
ACH payments take about 4 business days.
Sales made on weekends or holidays will be processed the next banking day. For a full breakdown of your payouts, check the Deposit Report.
📋 For example:
A card payment on Friday will be deposited on Monday.
An ACH payment on Friday will be deposited on Thursday.
Viewing Deposits
To view all payouts sent to your bank account:
Click X-Cart Pay In your X-Payments Admin.
Select Deposit report tab.
Use table to view details of each deposit.
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📚 What are Payins?
That's are payment that are already transferred from the customers to you.
Deposit statuses
Just like Payments, Deposits have there own statuses.
If funds are available for withdrawal, a Deposit will be created the following day with the Processing status.
If the deposit is flagged for risk review, it will have the In Review status.
Once processing is complete and the funds are sent to your bank, the status will change to Succeeded . If the deposit is unsuccessful, it will be flagged as Failed .
Chargebacks
A chargeback occurs when a customer requests their bank to reverse a payment instead of asking you for a refund. If the bank approves the chargeback, the funds are withdrawn from your account and returned to the customer.
There are two types of chargebacks: Inquiry and Dispute.
As a merchant, you can either accept or dispute each chargeback. Disputing a chargeback requires providing evidence to prove that the transaction was valid.
The answers below cover most common questions about chargebacks:
📆 When can a customer request a chargeback?
📆 When can a customer request a chargeback?
Chargebacks can be initiated within 180 days of the original payment, but the timeline depends on the bank and the reason for the dispute.
💰 Is there a processing fee for a chargeback?
💰 Is there a processing fee for a chargeback?
Once the transaction receives inquiry or chargeback processing status, a $20 fee is charged. Which can be refunded if you win the dispute.
⏳ How long does it take to resolve?
⏳ How long does it take to resolve?
The whole process usually takes 45–90 days.
🪜 What happens at each stage of a chargeback?
🪜 What happens at each stage of a chargeback?
First, the customer (or their bank) may open an inquiry to verify whether you had the right to charge the customer. You will be charged a small fee here, which we refund if the bank confirms the transaction is valid
If unresolved, chargeback becomes a dispute . At this point the customer’s money is withdrawn from your account while the bank reviews the evidence you provide.
If you win, the funds and the original fee are returned; if not, the money goes to the customer.
💬 How will you be notified about a chargeback?
💬 How will you be notified about a chargeback?
You’ll receive an email notification as soon as a chargeback is initiated. The message will include key details about the transaction, allowing you to review and take any necessary action promptly.
🤔 What to do when you get a chargeback request?
🤔 What to do when you get a chargeback request?
When you receive a chargeback request, go to the chargeback management section in your X-Cart Pay portal and decide whether you want to accept or dispute the chargeback.
If you choose to dispute it, you’ll need to provide supporting evidence (see below for details).
If no action is taken within the required timeframe, the chargeback will be automatically accepted, and the transaction amount will be permanently deducted from your account.
📜 What can be used as evidence?
📜 What can be used as evidence?
Rebuttal Letter – a short summary of the evidence you’re submitting and how it disproves the chargeback reason.
3DS Proof – Confirmation that the transaction went through 3D Secure, including the ECI code from the authentication.
Proof of Credit – Screenshots showing you issued a refund, with timestamps and any transaction IDs.
Transaction History – A record showing the customer has successfully made other purchases from you without issues.
Invoice – a copy of the invoice for the purchase. It’s even better if it includes the customer’s signature.
Proof of Delivery – tracking info or delivery photos showing the item was received. For digital goods, email delivery or login history also works.
Recurring Billing Agreement – Screenshots showing the customer agreed to recurring charges — this could be from your checkout page, terms, or emails.
Photographic Evidence – screenshots or photos showing the customer received the product or was present during the service.
Signed Purchase Order – a copy of a purchase order signed by the customer, either on paper or electronically.
Email or Other Communication – any messages between you and the customer that show you tried to resolve the issue — or that they never reached out to begin with.
AVS Verification – proof that you checked the billing or shipping address provided during the transaction.
Proof of Authorization – evidence the customer knew what they were being charged for and agreed to the amount before the payment went through.
⛔ What should I do if the customer agrees to reverse a chargeback?
⛔ What should I do if the customer agrees to reverse a chargeback?
If the customer agrees to retract the chargeback:
Don’t accept it – that tells the bank you agree with it.
Click Dispute and submit evidence as usual.
Wait for the update – If retracted, the status will change to Won and the fee will be refunded. This may take some time.
Tip: If the status changes to Processing, that’s normal – it just means the retraction is being confirmed. We’ll reach out if anything’s needed.
Viewing chargebacks
To view all customer chargebacks:
On X-Cart Pay page, open the Chargeback Report tab.
Use the table to review chargeback details.
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How to respond to a chargeback
On the X-Cart Pay page, open the Chargeback Report tab.
Click Action Required to view inquiries or disputes that need a response.
Select the chargeback you want to respond to.
Click Respond.
Choose Dispute to provide evidence (or Accept to agree with the chargeback and return the funds).
Click Add Evidence to select the type of evidence.
In the popup, upload files by clicking Choose File, add a description of each file, then click Save.
Repeat for all required evidence. Ensure no evidence has a red outline; if it does, click the pencil icon to edit the evidence.
Click Submit Dispute to submit your evidence.
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Chargeback reasons and evidence
Chargebacks can occur for various reasons. Each reason requires specific evidence to support your case as a merchant. Missing or insufficient evidence reduces your chances of retaining the disputed funds.
Click each reason below to view the required evidence:
2️⃣ Duplicate Transaction
2️⃣ Duplicate Transaction
Rebutal letter
Proof of credit
Transaction history
Invoice
Email copy or Other communication
❌ Product/Service Not Received
❌ Product/Service Not Received
Rebutal letter
Invoice
Proof of delivery (physical or digital goods)
Photographic evidence
Email copy or Other communication history
AVS Verification
🕵🏻 Fraud
🕵🏻 Fraud
Rebutal letter
3DS
Proof of credit
Transaction history
Invoice (signed by customer if possible)
Proof of delivery (physical or digital goods)
Recurring billing agreement
Photographic evidence
Signed purchase order
Email copy or Other communication history
🔄 Canceled/Returned
🔄 Canceled/Returned
Rebutal letter
Proof of delivery (physical or digital goods)
Email copy or Other communication history
🩹 Defective/Not as Described
🩹 Defective/Not as Described
Rebutal letter
Email copy or Other communication history
🚨 Refund Not Processed
🚨 Refund Not Processed
Rebutal letter
Proof of credit
⚙️ General
⚙️ General
Rebutal letter
3DS
Proof of Credit
Transaction History
Invoice (signed by customer if possible)
Proof of delivery (physical or digital goods)
Recurring billing agreement
Photographic evidence
Signed purchase order
Email copy or Other communication history
AVS Verification
🧮 Incorrect Amount
🧮 Incorrect Amount
Rebutal letter
Proof of credit
Invoice (signed by customer if possible)
Signed purchase order
Proof of authorization
🔁 Canceled Recurring
🔁 Canceled Recurring
Rebuttal letter
Transaction history
Recurring billing agreement
Email copy or Other communication history
Exporting Payment, Deposit and Chargeback history
To export a transaction list (CSV), click the file icon at the top of the table on the payment report page. Then, select a date range — current month, previous month, or a custom range.
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📄 The CSV file will include:
Date and time of each payment
Transaction type (payin, refund or void) and payment method
Customer name
Payment amount, fees, and net amount after deductions
Additional transaction details
Customer experience
Paying with X-Cart Pay is similar to any other X-Payments methods:
At checkout, select Credit or Debit Card by X-Payments.
Accept the Terms & Conditions.
Choose New Card to enter card or ACH details, or select a Saved Card.
Click Place Order.
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Can't find answers you're looking for?
Email us at support@x-cart.com. We will be happy to help!