Payout and session investigation

Turn a payout question into a traceable case.

Submit the merchant account email plus the numeric EcomTrade24 session ID or merchant order ID. Optional wallet, amount and shop details are checked against the stored session before a support case is accepted.

Best references

Merchant account email plus session ID or order ID. Other details must match the stored record.

What we check

Route, status, provider callback, ledger, chain/wallet reference.

For security, this form only accepts cases whose merchant email and session/order reference match our database. Submitting this form never changes a payment status or triggers a settlement rescan.

Submit payout/session check

Use this for missing payout, amount mismatch, paid-not-marked or wallet transaction questions.

Merchant email *

Contact name

Issue type *

Session ID (session or order required)

Order ID (session or order required)

Wallet address

Shop URL

Provider / route

Amount

Currency

Evidence URL

What should we check? *

Legal merchants only. Submitting false or abusive claims can delay support for real payment issues.

Session

The checkout object created for the customer payment.

Route

The provider or checkout path selected for the payment.

Ledger

The merchant-facing accounting record after status reconciliation.

Wallet / chain

The payout address or transaction reference when settlement uses crypto rails.