Helios Store Orders & Payments

Three tabs in the Helios Store module cover what happens after a sale: Payments, Subscriptions, and Analytics.

Check an order with a buyer

1. Open Helios Store → Payments and find the payment reference.
2. Confirm the buyer's Discord account, product, and delivery server.
3. Open the payment and check each reward's delivery status.
4. Ask the buyer to check /bag for claimable rewards.
5. Fix a missing kit, disconnected server, or role hierarchy problem before using the available retry action.

Example: Payment is marked Fulfilled, but the buyer has not received a kit in Rust. Check whether the kit is waiting in their Helios bag; payment fulfillment and in-game redemption can be separate steps.

If delivery is in Manual review, inspect the original result and server state before taking action. Keep the payment reference when contacting support.

Payments

Payments lists every checkout with its amount, what was bought, and its fulfillment result. Three totals sit above the list: Gross sales, Refunded, and Orders.

Each row shows a cart reference, the product, the buyer, and a status.

Status	What it means
Fulfilled	Everything was delivered
Paid / Fulfilling / Retrying	Payment cleared; Helios is still working through the rewards
Manual review	Helios stopped rather than risk delivering twice
Failed	A reward could not be delivered

Community store purchases are separate from Helios Premium credit. Buyers can use eligible store gift cards at checkout, but Premium credit pays only eligible Helios Premium and Store Pro subscription bills. See Premium Credit for those payments.

Open a payment to see its individual rewards, and to reach the two actions that matter.

Retry

Retry re-runs the rewards that did not complete, and appears when an order is in manual review or failed.

Rewards already recorded as completed are skipped. For an ambiguous delivery, review its details before retrying; do not manually grant a second copy just because the buyer has not redeemed the first.

Refund

Refund returns the payment through Stripe. If the checkout was a cart, the whole cart is refunded together.

Refunds reverse what can be reversed: Discord roles are removed where possible, /bag slots granted by the order are subtracted, gift cards created by it are disabled, and any stock it claimed goes back. Kits, items, and commands that a player already redeemed cannot be reliably taken back — those stay visible for you to handle by hand.

Archiving

View archived payments covers the reverse side of the list. Archiving a payment removes it from your store's KPIs, funnel, trends, refund totals, and product rankings — useful for test purchases and your own orders.

Archiving is reversible and never touches the Stripe transaction, the fulfillment state, or your ability to refund.

Subscriptions

The Subscriptions tab lists every customer subscription with its billing schedule, status, and next renewal date.

What happens on renewal and on expiry is set per product and snapshotted onto each buyer's subscription when they check out — see Products & Categories for those settings. Changing a product later does not rewrite subscriptions that already exist.

Buyers can cancel and resume their own subscriptions from the Account page on your storefront.

For a buyer's store subscription, a gift card can reduce the first payment only. Future renewals use the saved payment method. Buyers can check their subscription and manage renewal from the storefront's Account page.

Analytics

Analytics aggregates the store over Today, 7 days, 30 days, or 90 days, each compared against the prior period.

Headline numbers: gross sales, purchases, checkouts initiated, conversion rate, average order value, and unique paying customers.

Below those: revenue over time, the checkout funnel, and top products.

The funnel is the one to read first. A high checkout-started count with a low purchase count is a pricing or trust problem at the last step — not a traffic problem.

Google Analytics

You can add a GA4 Measurement ID to send storefront traffic to your own Google Analytics property. Leave it empty and no tracking loads at all. Store previews never send analytics events.

Tips

• Check Payments after any wipe or server migration. A delivery server that changed keys is the usual cause of a cluster of failures.
• Archive your own test purchases so your conversion rate reflects real buyers.
• Compare Top products against what you actually promote. The mismatch is normally where the money is.
• Refund quickly and without argument on anything Helios could not deliver. It costs less than the reputation.

Common issues

An order is stuck in manual review

Something was ambiguous enough that Helios stopped rather than risk a duplicate. Check the game server, then use Retry on the payment. For Nukes, confirm the nuke did not already fire first.

The buyer says nothing arrived

Check /bag before anything else. Kits, Rust items, spawns, custom commands, existing Helios products, and XP tokens are delivered there and wait to be redeemed.

A refunded buyer still has their role

Helios removes purchased Discord roles on refund where it can. If its own role sits below theirs in the Discord hierarchy, it cannot — move the Helios role higher and remove that one by hand.

My analytics show fewer sales than Stripe

Archived payments are excluded from every store KPI by design. Check View archived payments, and remember Stripe also counts its own fees and payouts differently.

Gross sales look wrong after a currency change

Reports are totalled in your store's base currency. Buyer-local amounts are snapshotted separately, so a purchase made in another currency is reported at its converted base value.