Help CenterHelp Center / Payments · Concept
What turns a payment into an order, and the background checks that catch a closed tab or a missed message.
An online order is not placed when the customer clicks pay. It is placed when the platform has confirmed the payment with the provider. This page explains the steps, so you know why an order can appear a few minutes after the customer paid.
Many providers also send a message straight to the platform (a webhook). It confirms the payment even if the customer never comes back. That is why some gateway cards ask you to paste an address into the provider's dashboard.
Background checks run on their own. There is nothing to switch on.
| Check | Runs | What it does |
|---|---|---|
| Place paid orders | Every 5 minutes | Places an order whose payment is confirmed but whose placement failed |
| Re-check undecided returns | Every 10 minutes | Asks the provider again about Tap, Comera COPYandPAY, PAYLINK (paymennt), Razorpay and Cashfree payments that had no clear answer |
| Tabby and Tamara | Every 15 minutes | Completes payments whose customer never came back, and retries failed captures and releases |
| Checkout-page payments | Every 30 seconds (N-Genius), every minute (CCAvenue), every 2 minutes (Telr) | Checks open payments taken on your checkout page |
| Expired checkout-page payments | Every 5 minutes | Cancels open payments whose stock hold ran out, and completes any the provider reports as paid |
An undecided payment is asked about again with growing pauses, a limited number of times. It is never marked failed without a clear answer from the provider.
You get an alert in your activity log the first time the automatic placement fails, and again if it gives up. Open the alert and find the payment in the provider's dashboard. Then refund it there, or place the order yourself from the incomplete orders. See Incomplete orders.
Two cases cannot be fixed automatically. They are counted on your orders list:
See Payments needing attention.
When money has already moved, the order is placed even if stock ran out in the meantime. The item is flagged to you as oversold so you can sort it out with the customer.