HelpTrack an order's payment status
Every order has a payment status, separate from the order status. You see it in the order list, filter for unpaid orders, and change it when the money arrives or when you refund a customer.
Understand the statuses
| Status | What it means |
|---|---|
| Pending payment | The order hasn't been paid. Every new order starts here, including COD and bank transfer orders. |
| Paid | You have recorded that the money arrived, or MoMo or OnePay has confirmed it. |
| Payment failed | The payment gateway declined it, or you marked it as failed. |
| Refunded | You have recorded a refund for a cancelled or returned order. |
The filter has a few other statuses, but the payment methods available today don’t use them.
See an order’s status
- Go to Orders.
- Look at the Payment column for each order.
- Open an order to see the Payment card.
This card shows the Payment method and a Transaction section. For MoMo and OnePay, you see the Transaction ID to match against the payment gateway’s statement. If the order has several payment attempts, click the button just below to see all transactions.
Filter for unpaid orders
- Go to Orders.
- Click the Search and filter field at the top of the list.
- Choose Payment from the list that appears.
- Tick Pending payment.
Mark an order as paid
Use this when you have received the COD money or the bank transfer.
- Open the order.
- On the Payment card, click Mark as paid.
- In the Mark as paid? box, click Mark as paid.
For how to do this with a bank transfer order, see Confirm an order was paid by bank transfer.
Mark a payment as failed
- Open an order that is Pending payment.
- On the Payment card, click the three-dot icon More actions.
- Select Mark payment as failed.
To let the order wait for payment again, click Reset to pending payment on the Payment card.
Record a refund
The refund button only appears when the order is paid and has been cancelled, or the goods have been returned.
- Refund the customer the way you normally do, for example by transferring the money back.
- Open the order.
- On the Payment card, click Mark as refunded.
- In the confirmation box, click Mark as refunded.
Frequently asked questions
Do orders from MoMo or OnePay need to be marked by hand?
No. When the payment gateway confirms, the order changes to Paid automatically. If the gateway declines, the order changes to Payment failed.
How do I fix it if I marked an order Paid by mistake?
You can't move it back to Pending payment. From Paid, the status can only move to Refunded, when the order has been cancelled or the goods have been returned.
Why don't I see a button to change the payment status?
While an order is On hold, its payment status can't be changed. Click Resume processing at the top of the order page first. A Refunded order has no buttons left either, and a Paid order only has the refund button when the order has been cancelled or the goods have been returned.
Does cancelling an order change its payment status?
No. A cancelled order keeps its payment status. If the customer has paid, refund them and then mark the order as refunded.
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