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Use this checklist when a merchant question cannot be answered from public documentation alone.

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Always ask for

  • Merchant account or merchant ID.
  • The affected endpoint, dashboard page, or workflow.
  • Kyren order number, checkout session ID, or merchant out_trade_no when available.
  • Timestamp in the merchant’s timezone and, for API requests, the Unix millisecond timestamp if relevant.
  • Response status, error code, and error message.
  • Redacted server logs that show request time, endpoint, and response.

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Never ask for

  • Full API keys.
  • Webhook signing secrets.
  • Raw card numbers, card security codes, or full payment credentials.
  • Customer passwords or private customer documents.
  • Unredacted production server secrets.

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Issue-specific handoff

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API authentication

Ask for:
  • Endpoint path.
  • Request time.
  • Response status and error message.
  • Whether an IP allowlist is enabled.
  • The first and last few visible characters of the key only, if the merchant can safely provide them.
Do not ask for the full x-api-key.

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Webhooks

Ask for:
  • Configured Webhook URL host and path.
  • Event type expected, such as order.paid.
  • Order number or checkout session ID.
  • Merchant server log timestamp.
  • Response status returned by the merchant server.
Do not ask for the Webhook secret or raw private payloads. Ask for:
  • Kyren order number.
  • Internal user ID or internal order ID, if the merchant stored one.
  • The paid time shown by Kyren.
  • The merchant fulfillment job log around that time.
  • Whether the fulfillment handler is idempotent.

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Settlement or payout review

Ask for:
  • Merchant account.
  • Available balance, pending balance, and frozen balance if shown.
  • Any dashboard message shown.
  • Currency.
  • Last relevant order or balance transaction IDs if available.
Do not promise approval or timing.

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Epay migration

Ask for:
  • Endpoint used: submit.php, mapi.php, or api.php.
  • pid.
  • out_trade_no or trade_no.
  • Payment type.
  • Redacted signing string inputs.
  • Numeric code and msg returned by Kyren.
Do not ask for the raw merchant key.

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Escalation wording