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A trade order is the core billing record in Subotiz that tracks every payment transaction. The system automatically creates a trade order in the following scenarios:
  • new subscription activation
  • subscription renewal
  • one-time purchase
  • saving a payment method during a trial (including zero-amount authorization)
  • usage-based charges
  • payment method verification (such as a zero-amount charge)
  • transactions initiated through the OpenAPI
Each trade order is linked to invoices, refunds, and disputes, making it the single source of truth for all billing activity.
The Trade Orders page supports 12 search types via a dropdown selector: Trade order ID, External order ID, Subscription ID, Invoice ID, Customer email, Customer name, Customer ID, Product name, Product ID, Pricing name, Pricing ID, and Card last four digits. Select the search type from the dropdown next to the search bar, then enter the corresponding keyword. Only one search type can be active at a time.
The trade order detail page is organized into five sections: (1) Order Details — product image, pricing name, pricing tags (such as Subscription or Usage-based), and the amount due. (2) Timeline — a chronological log of key events such as payment submission and payment success. (3) Payment Information — channel transaction ID, payment currency, payment provider, payment method, and card last four digits with additional card details. (4) Additional Information — linked customer, invoice ID, subscription ID, and order type. (5) Customer Tracking — customer IP address, resolved country or region, and device type.
Refunds can only be initiated from trade orders with a Paid or Partially refunded status. The Refund button is visible on the detail page for these two statuses only. Orders with Pending, Under review, Payment failed, or Closed status do not support refunds. Closed orders in particular cannot be refunded under any circumstance. Refunds must be initiated from the Subotiz admin — each refund generates a separate refund order for tracking.
Yes. Multiple partial refunds can be issued on the same trade order as long as the cumulative refund amount does not exceed the refundable balance. After each partial refund, the trade order status updates to Partially refunded and the Refund button remains available. Additional refunds can continue to be issued until the refundable balance reaches zero, at which point no further refunds can be initiated. Each refund generates a separate refund order for audit and tracking.
After submitting a refund, the system automatically generates a refund order. The refund order ID appears immediately in the Refund details section on the right side of the trade order detail page — no page refresh is required. The refund order can also be tracked in Transaction > Refund orders. The trade order status updates to Partially refunded or Refunded once the refund is completed. For best practice, regularly review refund orders with a Processing or Failed status to catch any unresolved cases.
A trade order is automatically closed in two scenarios: after repeated subscription renewal failures, or when no payment result is received within 7 days of order creation. Closed orders cannot be paid again and cannot be reopened. If a customer needs to pay, they must create a new order or resubscribe. To verify the original payment outcome on a closed order, use the external order ID to check the payment provider dashboard.
When a subscription renewal payment fails, the trade order status shows Payment failed. The recommended steps are: (1) Notify the customer to retry the payment or switch to a valid payment method. (2) Check the trade order detail page for the retry status — the system automatically retries renewal payments. (3) If the order reaches Closed status after repeated failures, guide the customer to resubscribe or create a new order. (4) For repeated failures on the same payment method, check provider-level settings or suggest the customer update their payment method.
Yes. When exporting, the dialog offers two options: All orders (exports the complete trade order list) and Filtered orders (exports only the records matching the currently applied filters, such as order status, payment method, order type, or date range). Apply the desired filters on the Trade Orders page before clicking Export to use the filtered export option. After confirming, the system processes the export in the background. A notification is sent to the message center when the file is ready to download.
No. Closing the export dialog does not interrupt or cancel the export. The system continues processing in the background. Once the export is complete, a notification is sent to the message center with a download link. If the export fails, the notification will prompt you to retry. You do not need to keep the dialog open while waiting.
A refund order is a separate billing record automatically generated each time a refund is submitted. It is always linked to an original trade order and cannot be created from an invoice directly. While a trade order records the original payment, a refund order tracks the return of funds — including the refund amount, status, and channel refund ID. Every refund, whether full or partial, creates its own refund order for tracking and reconciliation purposes.
Yes. Refund orders can be generated in two ways: manually, when a merchant initiates a refund from the trade order detail page; and automatically, when the system processes an eligible refund on its own — such as after a subscription cancellation or a billing adjustment. In both cases, the refund order is linked to the original trade order and updated in real time based on the payment provider’s response.
Refund orders use three statuses: (1) Processing — the refund request has been submitted and is awaiting settlement by the payment provider. No action is needed at this stage. (2) Failed — the refund request was rejected or did not complete. The refund can be retried or followed up with the payment provider. (3) Successful — the refund has been processed and the amount has been returned to the customer’s original payment method. The linked invoice is updated automatically after a successful refund.
The Refund Orders page supports 6 search types via a dropdown selector: Refund order ID, Trade order ID, Channel refund ID, Customer name, Customer email, and Customer ID. Select the search type from the dropdown next to the search bar before entering the keyword.
When a refund fails, the refund order status is marked as Failed. Critically, the related invoice status is not updated — it remains in its previous state to prevent billing inaccuracies. The linked trade order is also not changed. The refund can be retried from the refund orders panel once the issue with the payment provider is resolved. Merchants should monitor Failed records regularly and follow up promptly to avoid leaving unresolved refund cases.
Refund progress can be monitored in two places: (1) Refund orders panel — go to Transaction > Refund orders to view the refund status (Processing, Successful, or Failed), refund amount, original trade order link, and channel refund ID. (2) Invoice details — once the refund completes successfully, the invoice status updates to Refunded or Partially refunded and the refunded amount is reflected automatically. The latest PDF invoice can also be downloaded for reconciliation or to share with the customer.
Subotiz consolidates disputes from two payment providers: Subotiz Payments and PayPal. All dispute cases from both providers are visible in a single dashboard — go to Transaction > Disputes in the Subotiz admin. For Subotiz Payments disputes, evidence can be submitted directly in the admin. For PayPal disputes, Subotiz provides visibility and tracking, but all evidence submission and case handling must be completed in the PayPal Resolution Center.
If evidence is not submitted before the response deadline, the case is automatically closed in favor of the customer — the merchant loses the dispute without review. The response deadline is displayed on each dispute record and must be monitored closely. There is no extension or appeal available after the deadline passes for standard cases. For PayPal disputes, cases marked Needs response (appealable) may allow additional evidence to be submitted. Always prioritize cases with a Needs response status to avoid automatic closure.
The final dispute outcome is determined entirely by the card issuer or payment provider (such as Subotiz Payments’ card network or PayPal), not by Subotiz. Subotiz provides centralized management, status tracking, and evidence submission tools, but does not participate in the adjudication process. Merchants submit evidence through Subotiz (for Subotiz Payments) or through the PayPal Resolution Center (for PayPal), and the payment provider makes the final ruling based on the submitted evidence.
Dispute statuses differ between Subotiz Payments and PayPal. Statuses requiring immediate merchant action are: Needs response (inquiry) — Subotiz Payments only, respond before the case escalates to a formal dispute; Needs response — both providers, merchant must accept the dispute or submit evidence; Needs response (appealable) — PayPal only, additional evidence can be submitted to appeal. All other statuses (Under review, Under review (inquiry), Open, Pending customer response, Case closed, Won, Lost) are informational only and do not require action.
Three dispute reasons are exclusive to PayPal and do not apply to Subotiz Payments: (1) Incorrect charge amount — the charged amount does not match the order value; (2) Payment by other methods — the customer states the order was already paid through another channel; (3) Remittance processing error — an issue occurred during the money transfer process. The reason Unrecognized (transaction not identified by the customer) is exclusive to Subotiz Payments only and does not appear in PayPal disputes.
These two statuses represent different stages of a Subotiz Payments dispute: Needs response (inquiry) means the case is still at the inquiry stage — the merchant must reply before it escalates into a formal dispute. Responding at this stage can prevent the case from becoming a full chargeback. Needs response means the case has already been escalated to a formal dispute, and the merchant must choose either to contest it by submitting evidence or to accept the dispute, which issues a refund and closes the case immediately. Both statuses require action before the response deadline.
No. Evidence for a Subotiz Payments dispute can only be submitted once. Once you click Confirm submission, the evidence is forwarded to the issuing bank or payment provider and cannot be modified or supplemented. Make sure all supporting materials — customer communication records, access activity logs, delivery proof, refund records, and the contest summary — are complete and accurate before submitting. After submission, the case status updates to Under review, and the review period may take up to 3 months. Previously submitted evidence can be viewed at any time from the case detail page.
Clicking Accept dispute immediately triggers a refund to the customer and permanently closes the case. The case status updates to Lost and cannot be changed. Before the system finalizes the action, a confirmation notice appears reminding the merchant that no further evidence can be added after acceptance. Once confirmed, the decision is irreversible. Accept dispute should only be used when the merchant agrees the claim is valid, or when the cost of contesting outweighs the disputed amount.
No. When a dispute is opened, the recommended approach is to pause automatic billing immediately to prevent additional charges, but do not cancel service access right away. Login activity, IP logs, and session records can serve as key supporting evidence — cutting off access removes this evidence. Only cancel the subscription if fraud is confirmed or the customer explicitly requests it, and retain written confirmation of the cancellation. During the review period, evaluate evidence strength before deciding on service access: if evidence is strong, keep the service active but billing paused.
Four practices significantly reduce chargeback risk for subscription businesses: (1) Transparent billing — send renewal reminders 3–7 days before each charge with a direct cancellation link, and ensure the billing descriptor includes your business name, support phone number, and website. (2) Simplified cancellation — provide one-click cancellation, confirm by email with the cancellation date and remaining service period, and retain request logs including IP address and timestamp. (3) Clear refund policy — display refund and cancellation terms prominently to set expectations before disputes arise. (4) Regular communication — use transactional emails or in-app notices to remind customers of trial expirations, upcoming renewals, and policy updates.
No. For PayPal disputes, evidence submission and all case handling must be completed in the PayPal Resolution Center. Subotiz provides visibility and tracking for PayPal disputes — you can view case details, dispute reason, disputed amount, response deadline, and customer information in the Subotiz admin. However, to respond or submit evidence, click Open in PayPal on the case detail page to be redirected to the PayPal Resolution Center. Only Subotiz Payments disputes support direct evidence submission within the Subotiz admin.
After submitting evidence for a Subotiz Payments dispute, the case status updates to Under review. The evidence is forwarded to the issuing bank or payment provider for evaluation. Review periods may take up to 3 months. During this time, no further action is required from the merchant. Previously submitted evidence can be viewed at any time from the case detail page by clicking View evidence. The final outcome — either Won or Lost — will be reflected in the dispute status once the review is complete.
Each dispute record in Subotiz displays the payment provider field, which shows either Subotiz Payments or PayPal. This tells you immediately where to take action. For Subotiz Payments disputes: you can review case details and submit evidence directly in the Subotiz admin — click Contest dispute or Accept dispute from the case detail page. For PayPal disputes: Subotiz shows the case details and tracking information only. To submit evidence or respond, click Open in PayPal on the case detail page to go directly to the PayPal Resolution Center. Use the payment provider filter on the disputes page to separate and focus on each channel.
Subotiz supports major international payment methods including Visa, Mastercard, American Express, Discover, JCB, PayPal, Apple Pay, and Google Pay. The payment options displayed at checkout are dynamically adjusted based on the customer’s region, device, and browser. For example, Apple Pay is only available on Apple devices (iPhone, iPad, or Mac) using Safari, while Google Pay appears when using Google Chrome with a valid card in the wallet. Merchants can enable or configure payment methods in Settings > Payment methods.
Even if Apple Pay or Google Pay are enabled in your settings, they may not appear at checkout due to device or browser compatibility requirements. Apple Pay: only available on Apple devices (iPhone, iPad, or Mac) using Safari browser. The Apple ID must be registered outside of mainland China. Apple Wallet must contain at least one valid payment card. If the customer uses a non-Apple device or browser, or has a mainland China Apple ID, Apple Pay will not display. Google Pay: only available when using Google Chrome browser. The Google Pay wallet must contain at least one valid payment card. If the customer uses a non-Chrome browser or has no valid card in the wallet, Google Pay will not display.
If a payment fails during redirection, guide the customer to check the following: ensure their internet connection is stable, and confirm no browser extensions such as ad blockers are interfering with the payment flow. If the issue continues, you can resend the payment link from the admin, or suggest the customer try a different available payment method. If the problem persists after these steps, the customer should try accessing the payment page from a different browser or device.
Yes. Subotiz supports 3D Secure 2.0. When required by the payment gateway or the issuing bank, the 3DS authentication process runs automatically during checkout to ensure a secure transaction. Merchants do not need to manually configure 3DS — the system handles it automatically based on the requirements of the payment provider and issuing bank. If you want to confirm the 3DS activation status for your account or have specific 3DS-related questions, contact Subotiz support at [email protected].
If a payment was successfully processed but the subscription status has not updated, this may be caused by a Webhook notification delay or failure. Check the payment record in the Transactions section of your admin to confirm the payment was completed. If the payment is confirmed but the subscription status is still not updated, you can manually sync the subscription status from the subscription details page. If the issue persists or the discrepancy cannot be resolved, contact Subotiz support for assistance.