> For the complete documentation index, see [llms.txt](https://docs.rafflex.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rafflex.io/downloads-and-reports/downloads/payment-gateway-performance.md).

# Payment Gateway Performance

See how each payment method on your site is performing. Compare completed and unfinished orders, success rates, revenue and average order values for every way your customers pay.

***

The Payment Gateway report shows how each way of paying on your site performed over your chosen dates, as a spreadsheet (CSV file). For every [payment gateway](/getting-started/payment-gateway.md) (the service or method a customer used to pay), you can see how many orders were completed, how many were not, the success rate, the revenue taken and the average order value, plus a simple performance rating.

Use it to:

* Spot a problem with a payment method early, for example a sudden drop in completed card payments.
* See how much of your revenue comes from card payments compared with [site credit](/additional-settings/site-credit-and-wallets.md).
* Understand how many customers start checkout but do not finish paying.

***

### How to Generate

1. In the **admin panel**, open **Analytics** from the left-hand menu.
2. Click the **Download Reports** button at the top of the page. This opens the **Downloads** page.
3. Click **Generate Report**.
4. Choose **Payment Gateway** from the menu. It sits in the group with **Sales** and **Orders**.
5. Set your **Date Range** (see below).
6. Click **Submit**.

You will see a **Download Started** message. The report is prepared in the background, and you will receive an email titled **Your Payment Gateway Performance Report is Ready** with a **View Downloads** button. You can also stay on the **Downloads** page and click **Download** next to the report once its status shows as complete. Finished files stay on the Downloads page for 30 days.

{% hint style="info" %}
**Can't see the Download Reports button?** Contact Rafflex support and we will help you get access. If you are a staff member and cannot see **Analytics** in the menu at all, your account probably has the **Restrict Financials** restriction, which blocks Analytics and all downloads. The site owner can change this, as explained in [Staff Accounts and Access](/managing-your-site/customers/staff-accounts-and-access.md).
{% endhint %}

{% hint style="info" %}
You can have up to 3 reports being prepared at once. If you see **Report Limit Reached**, wait for one to finish before starting another.
{% endhint %}

***

### Filters

#### Date Range

Choose one of the ready made ranges: **Last 1 Day**, **Last 3 Days**, **Last 5 Days**, **Last 7 Days**, **Last 14 Days**, **Last 30 Days** (the default) or **Last 60 Days**.

To pick your own dates, choose **Custom**. Two date boxes appear, **From Date** and **To Date**. A custom range can cover up to 3 months, and neither date can be in the future. For a longer period, run the report more than once and compare the files.

Orders are included based on the date they were **placed**. Every order in the period is counted, whatever its status.

***

### What's Included

Each row represents one payment gateway that was used during your dates. A gateway that nobody used in the period does not appear.

| Column                            | What it shows                                                                                                                                                          |
| --------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Payment Gateway**               | The way the order was paid, for example **Cashflows**, **PayPal**, **Wallet**, **Partial**, **Free** or **Postal**. **Partial** means part site credit, part card.     |
| **Successful Orders**             | Orders that were completed.                                                                                                                                            |
| **Failed Orders**                 | Orders that were **not** completed. This includes checkouts the customer did not finish, payments that did not go through, and orders you later cancelled or refunded. |
| **Total Attempts**                | **Successful Orders** plus **Failed Orders**.                                                                                                                          |
| **Success Rate (%)**              | The share of attempts that were completed, to two decimal places.                                                                                                      |
| **Total Revenue (£)**             | The total of all completed orders for that gateway (see the note below).                                                                                               |
| **Average Transaction Value (£)** | The average completed order for that gateway.                                                                                                                          |
| **Performance**                   | A quick rating based on the success rate (see below).                                                                                                                  |

{% hint style="warning" %}
**What Total Revenue means for each gateway.** Revenue is the order total after any discount code.

* For **Partial** orders, only the card part of the payment is counted. The site credit the customer used is not included.
* For **Wallet** orders, the figure is site credit that customers spent, not new money coming in.
* **Free** and **Postal** orders bring in no money, so their revenue is £0.00.

To see the money that came in from outside your site, add up the **Total Revenue** of every row except **Wallet**. This includes the card part of **Partial** orders.
{% endhint %}

#### Performance Ratings

| Rating        | Success rate  |
| ------------- | ------------- |
| **Excellent** | 95% or higher |
| **Good**      | 85% up to 95% |
| **Fair**      | 70% up to 85% |
| **Poor**      | Below 70%     |

***

### Reading the Success Rate

The success rate here counts **every order that was started**, not just payments your provider attempted. That means it is usually lower than the approval rate your payment provider reports, and that is normal. A few things to keep in mind:

* **Abandoned checkouts count as failed.** If a customer reaches checkout and then closes the page, that order is counted as a failed attempt.
* **Cancelled and refunded orders count as failed.** If you refund a batch of orders, the success rate for that gateway will drop for that period.
* **Very recent orders may still be in progress.** A customer could be paying at the moment you run the report. If you choose **Last 1 Day**, a handful of these can make the rate look lower than it really is.

{% hint style="success" %}
**The trend matters more than the number.** Run this report regularly over the same length of time (for example **Last 7 Days** every Monday) and compare. A steady rate is healthy. A sudden fall for one gateway, while the others stay the same, is the thing to look into.
{% endhint %}

{% hint style="info" %}
If the success rate for a payment method drops sharply, first check your [payment gateway settings](/getting-started/payment-gateway.md) are still correct, then place a small test order yourself. If the problem continues, contact your payment provider, as they can see why individual payments were declined.
{% endhint %}

***

### Related Reports

{% content-ref url="/pages/Z4TSzCF3FaXLpJBjx880" %}
[Orders Export](/downloads-and-reports/downloads/orders-export.md)
{% endcontent-ref %}

{% content-ref url="/pages/xPOQqj7ywtIxbJUUyiQV" %}
[Sales Report](/downloads-and-reports/downloads/sales-report.md)
{% endcontent-ref %}

{% content-ref url="/pages/0RO8llEtntDVrrX28Mhv" %}
[Wallet Credit Usage](/downloads-and-reports/downloads/wallet-credit-usage.md)
{% endcontent-ref %}