Shop logs
Open Journal -> Shop Logs or press Purchase journal in Shop statistics. Find an order, inspect its payment and contents, and check delivery.
Find a purchase
Select a project, game server, period and currency. The page size can be 10, 25, 50 or 100 orders. Start and end dates are inclusive in UTC. An order appears if it was created, paid, delivered, cancelled or refunded during the selected dates.
Additional filters:
| Field | What to search for |
|---|---|
| Order status | One status from the table below, or all statuses. |
| Buyer type | Registered players, guests or all buyers. |
| Search | Part of an order ID, product ID, game account name or character name. |
| Order ID | The exact order identifier, under Exact search. |
| Product ID | The shop offer ID, not the game item ID inside a bundle. |
| Player ID | A master account in the selected project. |
| Player email | A registered player's email in the selected project. Use it instead of Player ID, not together with it. |
Select a project before searching by Player ID or email. These fields do not apply to guest purchases. All populated filters apply together.
Press Refresh, the circular-arrow button. Use the reset-filter button to clear the selection.
Order rows
Each row shows the order ID, project and server, latest activity date, buyer, status, total and delivery progress. Click a registered player's name or email to open their profile. Guest orders have no player-profile link.
Delivery shows completed parts out of planned parts, such as 1 / 1. It does not count individual game items. A single delivery part can contain an entire bundle.
Use Previous and Next below the table to browse the selected orders. Changing filters or refreshing returns to the first page.
Order statuses
| Status | Meaning and action |
|---|---|
| Awaiting payment | Payment has not been confirmed. Check whether the player completed payment. |
| Awaiting confirmation | Purchase information is not yet complete. Refresh shortly; this does not ask the player to pay again. |
| Awaiting delivery | Payment is confirmed but some parts remain undelivered. Open the details. |
| Delivery failed | A delivery attempt failed. Details show its date and whether another attempt is pending. |
| Delivered | All planned parts have been delivered. Check the recipient and contents when investigating a player's request. |
| Cancelled | The order was cancelled. Cancellation and a completed refund are separate statuses. |
| Refunded | Money was returned. The refund date appears in the details. |
| Needs review | Purchase information contains discrepancies. Review payment and delivery before taking further action. |
Order details and delivery
Click the eye icon beside an order. The dialog contains:
- The ID, project, server, buyer, currency and current status.
- Creation, confirmation, payment, delivery, cancellation and refund dates, where the action has occurred.
- Payment breakdown: order total, value before adjustments, discounts, surcharges, main and bonus balance or direct payment.
- Order contents: each offer, purchased quantity, unit price and value before adjustments.
- Delivery: game account, character or warehouse, each part's status, delivery date and items with quantity and enchantment level.
A free order has a confirmation date and No payment required instead of a payment date or balance debit.
For failed delivery, the dialog shows the number of failed attempts and the most recent date. Delivery will be retried appears when another attempt is pending for that part. If the dialog itself fails to load, Retry only reloads the details; it does not issue the purchase again.
Completed delivery history remains visible after a refund. Refunded alone does not confirm that items were removed from the character.
If a purchase is missing
- Check the period, project, currency, status and buyer type. Clear unnecessary filters.
- Enter the exact order ID or search by game account and character. Select the correct project for an email search.
- If the selection changes or expires, press Refresh and reopen the order.
- If order details fail to load, press Retry in the dialog. If the entire journal fails to load, refresh the journal.
A removed offer's name or image may be unavailable; the recorded amounts and contents remain in the order. Return to Shop statistics for overall purchase counts and amounts.