Unpaid and failed payments

When a customer chooses to pay by card, Klarna or Clearpay, the order is created when they place it, before they pay on Stripe's page. Their items are held for them while they pay.

Pending: not paid yet

Until Stripe confirms the payment, the order's payment shows Pending in Orders. You don't get a new order alert for it, and the customer doesn't get a confirmation email, until the payment is confirmed. Don't send an order whose card payment is still Pending: moving several orders to Shipped or Delivered at once skips unpaid card orders for you.

Klarna and Clearpay payments can stay Pending for a little while after the customer leaves Stripe's page, while Stripe confirms them.

Abandoned card checkouts

If the customer leaves without paying, the order stays Pending for a while (an hour, as standard) in case they come back to finish. After that, Comrc checks with Stripe one last time and, if nothing was paid, cancels the order and puts its stock back. You don't need to do anything.

If the customer pays just as their order is cancelled, Comrc refunds the payment automatically.

Payment failed

Payment failed means Stripe told Comrc the payment didn't go through, for example the payment was cancelled or Klarna or Clearpay declined it. No money was taken. Don't send the order. The customer can try again from their order or checkout, and an unpaid order is cancelled with its stock put back in the same way as an abandoned checkout.

Refund failed

Refund failed is different: it's on a paid order where a refund didn't go through, so the customer still hasn't got their money back. Open the order and press Retry refund. See Refunding payments.

Finding unpaid orders

In Orders, the payment column and badge show each order's payment. Cash orders that haven't been marked collected show Cash on delivery rather than Pending.