Help Center / Orders · Concept
Payments needing attention
What the warning above the orders list means, how to deal with the payments behind it, and when it goes away.
Where to find itOrders
- Who can use this
- Shop owner, Shop Manager
Help CenterHelp CenterHelp Center / Orders · Concept
What the warning above the orders list means, how to deal with the payments behind it, and when it goes away.
Sometimes an online payment succeeds but does not end up as a normal paid order. The platform checks for these and warns you at the top of the Orders page:
Online payments needing attention: 2 (paid without an order, or paid twice) — refund them or place the order.
The number counts the payments flagged in the last 30 days.
| Case | What happened | What to do |
|---|---|---|
| Paid without an order | The customer's payment went through, but no order was placed for it. There is no order in your panel to open | Refund the payment, or take the order yourself |
| Paid twice | A second payment arrived for an order that was already settled: placed, cancelled, or paid by another attempt | Refund the extra payment |
The warning has no link and no list, so look in two places.
Nothing on the panel clears it. There is no button to mark a flagged payment as handled, and refunding it in the gateway does not change the count. Each flagged payment stops being counted 30 days after it was flagged, and the warning disappears when none is left.
Keep your own note of the payments you have dealt with, for example the gateway reference and the date you refunded it.