---
module: transactions.customer-journey
title: Customer Journey
tab: Customer
order: 10
audience: customer
---

A step-by-step replay of a single ATM transaction. Open it when you need to understand exactly what happened during a withdrawal, deposit, or balance inquiry — for a customer dispute, a "did I get my cash?" question, or a support call.

## 🔎 Opening a Journey
1. In the transaction list, click a transaction to open the Customer Journey drawer on the right.
2. The header shows the **ATM**, the **date and time**, and the **transaction type** (Withdrawal, Deposit, and so on).
3. Close the drawer with the **✕** button or the **Escape** key.

## 👀 What you're looking at
Just under the header, quick chips summarize the transaction:

- **Card / Account** — the masked card number or account used.
- **Amount** — the transaction value and currency.
- **Result** — whether the host **APPROVED** or **DECLINED** it.
- **Seq** — the transaction's sequence number.
- **⏱ Dwell time** — how long the card was in the machine (inserted → ejected).

## 🧭 Transaction Flow
The main timeline reads top to bottom, in the order things happened at the ATM:

- **Card Inserted / Session Started** and **Card Ejected / Session Ended**.
- The **transaction type** with its **Amount** and any **Fee**.
- **Host Approved** or **Host Declined**.
- **Cash Dispensed** — for approved withdrawals, showing the notes handed out (and, where the machine reports it, the denominations, e.g. `$20 × 5`).
- **Check / Cash Accepted** — for approved deposits.

Green steps succeeded, red steps failed, amber steps need attention.

## 📄 Extra detail
- **Transaction Records** — expand to see the full field-by-field record (amounts, account, result codes, receipt text). Multiple records show as tabs.
- **Cheque Images** — for deposits, front and back scans of any deposited cheques appear automatically.
- **Raw Block** — the unedited ATM journal for this transaction, with a **Copy** button to paste into a support ticket.

## 🤖 Ask Adoons
1. Click **Ask Adoons** at the bottom to get a plain-language read on the transaction.
2. Adoons returns a **verdict** (successful, failed, or suspicious), a short narrative, and a breakdown of the key steps.
3. Click **Re-analyze** to run it again, or **View Analysis** to reopen a saved result.

> Adoons only appears when it's available for your account. Its verdict is a helpful summary — always confirm against the Transaction Flow and records for disputes.
