Rewards (coins-only) products take no money and have no payment gateways, so this doesn't apply there.
Find the payment
Open Finance Transactions Payment Requests. Every checkout attempt is listed there, paid or not. Search for the customer.
If it's still pending: ask the gateway
On the pending request, press Check with gateway. Your store asks the provider about that payment and settles it when the provider confirms the full amount.
| Answer | Meaning |
|---|---|
| The gateway confirmed the payment | Done: the request is paid and fulfilled. |
| The gateway hasn't received this payment yet | No money has arrived. Nothing to credit. |
| The payment failed or was cancelled | Nothing was changed. |
| A payment that doesn't match the amount or currency | Nothing was settled. Check it in the provider's dashboard. |
| Paid, but the request had already closed | It's listed under Paid, not ordered: refund it, or fulfil it by hand. |
| Paid, but the request was already paid by another payment | Listed under Paid, not ordered. If it's a second charge, refund it. |
| The gateway couldn't say | Check its keys under Payment Gateways, or look the payment up in its dashboard. |
| This gateway can't be asked from here | Look the payment up in the provider's dashboard. |
Paid, not ordered
The Paid, not ordered tab on Payment Requests lists money a customer paid that delivered nothing: a payment that arrived after its request closed, a second charge, or a payment whose order couldn't be made. Nothing there is credited by itself. For each one:
- Check the provider's dashboard
Confirm the money really arrived.
- Fulfil it or refund it
If the customer should have it, fulfil or credit it by hand. If they were charged twice, or don't want it, open the row to refund it: to their wallet, or in the provider's own dashboard, then record that refund on the row with the provider's reference. Your store can't send money back to a card itself.
Manual payments that arrive after their request closed are listed here too.
What your store does by itself
With the scheduled task running:
- Every 10 minutes, it finds paid payments whose settlement stopped partway at least 15 minutes earlier. One that was delivered is finished off; anything else is listed under Paid, not ordered. Nothing is ever ordered or credited twice.
- Every hour, it looks through older payments for paid ones that delivered nothing, and lists them for you to check.
- Before an unpaid request closes, it waits at least 3 days if the provider holds a reference for it, and asks the provider first where the gateway allows it. A payment found is settled, or kept under Paid, not ordered.
Gateways that check for you
With each gateway's latest update installed, your store asks these providers whether a payment went through before it closes an unpaid-looking request, and credits a paid one by itself: Cashfree, Paytm, Paystack, aamarPay, PayU, Flutterwave, Instamojo and Mercado Pago. For Flutterwave, this covers checkouts started after the update. Check with gateway also works for Flutterwave, Instamojo and PayU.
Razorpay and Checkout.com: add the webhook secret
These two tell your store about each payment themselves, but only when the same Webhook Secret is set in two places. Without it, a payment shows up only when you press Check with gateway, or days later.
- Add the webhook in the provider's dashboard
For Razorpay, go to Settings Webhooks, add the webhook address shown on your store's Razorpay gateway page, and choose the event
payment.captured. For Checkout.com, add the webhook address from its gateway page in the Checkout.com dashboard. - Copy the webhook's secret into your store
Paste it into Webhook Secret on the gateway's page under Payment Gateways, and save.
Stop it happening
- Add the webhook address. Gateways that have one tell your store about each payment themselves, even if the buyer never comes back. See Set up a gateway's return and webhook addresses.
- Check test mode. A gateway in Test mode sends buyers to the provider's sandbox, where no real money moves. Some gateways have no switch, and the keys you saved decide.
Something wrong or unclear on this page? Tell us at [email protected], or see how to get help.