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Transaction Statuses

This reference guide explains the various status indicators you'll encounter when working with transactions in the Fare Adjustment Tool.

Completion Status​

The completion status indicates whether a transaction has all required tap events.

Complete (Green Badge)​

A transaction is marked as Complete when:

  • The passenger tapped on at the beginning of their journey
  • The passenger tapped off at the end of their journey
  • Both tap events have been successfully recorded

What this means:

  • The fare was calculated based on the actual journey distance
  • The customer was charged the correct amount for their trip
  • No action is typically required

Incomplete (Orange Badge)​

A transaction is marked as Incomplete when:

  • The passenger tapped on at the beginning of their journey
  • No tap-off event was recorded

What this means:

  • The passenger may have forgotten to tap off
  • There may have been a technical issue with the tap-off reader
  • The customer was likely charged the maximum fare for the route
  • This transaction may require review for a potential refund

Common causes of incomplete transactions:

  1. Passenger forgot to tap off
  2. Reader malfunction at the destination
  3. Technical connectivity issues

Settlement Status​

The settlement status indicates where the transaction is in the payment processing lifecycle.

Settled (Blue Badge)​

A transaction is marked as Settled when:

  • The payment has been fully processed
  • Funds have been transferred
  • The transaction is finalized

What this means:

  • The charge has been completed
  • If a refund is needed, it can be processed normally
  • The transaction will appear in financial reconciliation reports

Charge Pending (Gray Badge)​

A transaction is marked as Charge Pending when:

  • The tap events have been recorded
  • The payment is still being processed
  • Settlement has not yet occurred

What this means:

  • The transaction is in progress
  • The final charge amount may still change
  • Wait for settlement before processing refunds (when possible)
  • This is a normal state for recent transactions

Typical settlement timeline:

  • Most transactions settle within 1-3 business days
  • Some transactions may take longer due to bank processing times
  • Weekends and holidays may delay settlement

Status Combinations​

Understanding how statuses combine helps identify transactions that need attention:

CompleteSettledMeaning
CompleteSettledNormal completed transaction - no action needed
CompleteCharge PendingNormal transaction awaiting payment settlement
IncompleteSettledMay need refund review - passenger was charged max fare
IncompleteCharge PendingRecent incomplete transaction - monitor for settlement

Taking Action Based on Status​

For Incomplete + Settled Transactions​

These are the most common candidates for refunds:

  1. Review the tap-on location
  2. Estimate the likely intended destination
  3. Calculate if a refund is warranted
  4. Process the refund through the customer's profile

For Incomplete + Charge Pending Transactions​

Wait for settlement before taking action:

  1. Note the transaction for follow-up
  2. Check back after settlement occurs
  3. Then evaluate if a refund is needed

For Complete Transactions​

Generally no action is needed unless:

  • A customer disputes the charge
  • The fare calculation appears incorrect
  • There are other exceptional circumstances