Every transaction on the platform has a PSP reference number — a unique identifier assigned by the payment processor. It looks something like: 8835521196748123.

Without the PSP reference, diagnosing a transaction issue can take significantly longer. With it, support can pull the full transaction record immediately. Always have the PSP reference ready when escalating any transaction issue.

Where to find it: Go to the Payments tab in the portal and click on any transaction. The PSP reference is displayed in the transaction detail view. For chargebacks, the PSP reference is also included in the chargeback notification email.

When contacting ValPay support about a specific merchant transaction or account issue, include all of the following:

A message of "a payment failed" without a reference number or date requires follow-up before any investigation can begin — and adds time to the resolution. The more detail provided upfront, the faster the resolution.

Before processing a refund or void, check the transaction status in the Payments tab:

If a customer asks to "cancel" a transaction, always check status first before deciding whether to void or refund. The Payments tab defaults to today's transactions — extend the date range to find older ones using the date filter, or search by card number (last 4 digits), amount, or store.