Captures and refunds analytics
Last updated: October 1, 2025
Use the Captures and refunds view in the Dashboard's Payment lifecycle section to track your capture and refund rates over time and review your analytics for each stage.
The key performance indicators provided highlight your business performance, including:
- The number of transactions you captured.
- The number of transactions you voided.
- The number of refunds you issued.
If you use a third-party acquirer, you can view a list of your most common decline codes. For each decline code, you can also view the merchant identifiers (MIDs) that most often result in the related decline.
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Some payment methods may also display deferred captures, refunds, and voids.
To access your captures and refunds analytics in the Dashboard:
- Sign in to the Dashboard.
- Go to Payments > Analytics > Payment lifecycle.
- Select the Captures and refunds tab.
When you request a payment, the bank that issued the payment card runs several authorization checks to determine whether to approve or decline the payment. If the issuer authorizes the payment, you can then capture the funds.
Your Capture rate represents the total count of payments you've captured out of the total count of accepted payments, including those from payment methods with auto-capture. It's calculated using the following formula:
number of successfully captured payments / number of successfully accepted payments
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The Captured amount uses data from your payments' captured outcome date. This may differ from the Accepted amount displayed in the Payment lifecycle > Acceptance tab because this uses data from your payments' acceptance outcome date.
You can use the Capture performance graph to monitor your capture rate over time.
If a capture fails, you receive a failure reason which describes the issue. For example:
- The customer has insufficient funds in their account to complete the transaction.
- The issuer rejected the payment capture.
- There are technical issues due to a network outage, or temporary issuer or acquirer issues.
See the Capture failure reasons table to find out why captures failed.
A refund is a method of returning funds to the customer after you've captured the payment. For example:
- A customer may initiate a refund if they return an item that was defective, not as described, or was ordered by mistake.
- You may initiate a refund if you accidentally charged the incorrect amount, created a duplicate charge, or an item is out of stock.
Your Refund rate represents the total count of payments you've refunded out of the total count of accepted payments. It's calculated using the following formula:
number of successfully refunded payments / number of successfully accepted payments
You can use the Refund performance graph to monitor your refund rate over time.
If a refund fails, you receive a failure reason which describes the issue. For example:
- The card the refund was sent to is expired.
- The bank declined the refund.
See the Refund failure reasons table to find out why refunds failed.
A void is a method of canceling a payment before you capture any funds. For example, you may need to void a payment if you:
- Charged the incorrect amount
- Created a duplicate charge
- Realize you're unable to fulfill an order
Your Void rate represents the total count of payments you've voided out of the total count of accepted payments. It's calculated using the following formula:
number of voided payments / number of successfully accepted payments
You can use the Void performance graph to monitor your void rate over time.
If a void fails, you receive a failure reason which describes the issue. For example:
- The transaction requires 3D Secure (3DS) authentication.
- The void amount exceeds the withdrawal value.
- No record for the original authorization was found.
See the Void failure reasons table to discover why voids failed.
Your captures and refunds analytics data on the Dashboard includes the following key metrics:
| Metric | Definition |
|---|---|
Amount | The total value of payments reported in the specified time frame and currency. |
Captures | In the Dashboard, the total number of captures in the specified timeframe. |
Count | In the Dashboard, the total number of payments reported in the specified timeframe and currency. |
Refunds | In the Dashboard, the total number of full or partial refunds to customers in the specified time frame and currency. |
Voids | In the Dashboard, the total number of full or partial voids in the specified time frame and currency. |
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For definitions of other terms used throughout the payment lifecycle, see Terminology.