Help Center / Payments · How-to
Payments needing attention
What the warning line on the orders list means and what to do for each kind of flagged payment.
Where to find itOrders
- Who can use this
- Shop owner, Shop Manager
Help CenterHelp CenterHelp Center / Payments · How-to
What the warning line on the orders list means and what to do for each kind of flagged payment.
When an online payment was taken but does not match a healthy order, a yellow line appears above the orders list:
"Online payments needing attention: N (paid without an order, or paid twice) — refund them or place the order."
The number counts payments flagged in the last 30 days. Nothing in the panel clears a flag: refunding the payment at the provider does not change the count. Each flagged payment stops being counted 30 days after it was flagged.
| Situation | What happened | What to do |
|---|---|---|
| Paid, no order | The provider took the money but no order exists for it an hour later | Refund it in the provider's dashboard, or ask support to place the order |
| Duplicate payment | An order that was already paid was paid a second time | Refund the second payment in the provider's dashboard |
| Refused capture | A payment was confirmed but could not be tied to its order, for example the wrong amount or currency | Open the order and read the reason, then refund at the provider if money was taken |
The first two are counted in the line. A refused capture shows on the order itself. See Payment details on an order.
Open the dashboard of the gateway your shop uses and look at recent successful payments. Compare them with your orders of the same day. A payment with no matching order, or two payments for one order, is the one flagged.
The customer was charged and may not have an order confirmation. Let them know what you did.
Payments taken on your checkout page that never become an order are refunded in full automatically. A refund the provider does not take is tried again. It is flagged here only after the last try fails. See Pay on the checkout page.
See How online payments are confirmed. The Orders section has the same warning from the order list's side: Payments needing attention.