Transaction Search helps staff find a specific payment or transaction when you do not already have the patient’s account open, or when you need to confirm amount, date, or card/account details tied to a charge.
When to use it
Use Transaction Search when a caller mentions a recent charge, a receipt or confirmation number, last four digits on a card, or a payment plan ID, and you need to locate the transaction first, then open the right context to help them.
How to run a search
- Sign in to the Staff Experience
- Open Action in the top navigation, then choose Transaction Search (or open the Transaction Search tab on the Staff home page).
- Enter any information you have. You can combine fields to narrow results—for example, last name plus transaction date, or email plus amount.
- Choose Search and review the results.
- Open the transaction you need to see details or continue helping the patient (next steps depend on your organization’s policies and your permissions).
Fields you can use (typical)
- Caller or cardholder first and last name
- Transaction number (from a receipt when available)
- Last four digits of the card or bank account used
- Payment plan ID
- Email address on the payment
- Transaction date
- Transaction amount (exact amount, or a minimum and maximum range)
You do not need to fill every field—use what the patient or your internal records provide.
Use case: “I was charged twice”
Situation: A patient says they see two similar charges on the same day and wants to know if both posted in Flywire.
What you do:
- Open Transaction Search.
- Enter the patient’s name, the transaction date they see on their statement, and optionally an amount or last four digits to match the right line items.
- Run Search and compare the listed transactions (amounts, times, and identifiers).
- If you need deeper detail on one line, open that transaction and use your standard process to explain the charge, escalate, or initiate a correction per your organization’s policy.
Tips for Searching
- Start broad, then narrow: If you get too many results, add date, amount, or last four.
- No results: Double-check spelling, date format, and whether the payment might have posted on a different calendar day (timezone or batch timing). If it still does not appear, follow your internal escalation path.
- Permissions: If you do not see Transaction Search, your role may not include it—ask your administrator.