Troubleshooting Pending or Missing Orders
In this article
- Orders with pending payment due to incomplete payment provider setup
- Other orders with Pending Payment status
- Video tutorial
- FAQs
Important:
This article is relevant for Wix Stores, Wix Bookings, Wix Restaurants Orders, Wix Donations, and is in the process of becoming available for Pricing Plans.
Sometimes it may appear that you received an order, but are unable to find it in the Orders tab. Alternatively, the order's status may appear as "Pending Payment" and you're not sure why.
This guide will explain what the possible causes are and what action you can take.
Orders with pending payment due to incomplete payment provider setup
If most or all of your orders in the Orders tab have "Pending Payment" status, this could be because you haven't successfully completed set up on the site of your payment provider. When this is the case, you'll see notifications that you need to contact the relevant payment provider.
To solve this problem, log in to the dashboard of your payment provider and make sure your account is set up correctly or contact their support for further assistance.
Other orders with Pending Payment status
In most cases, when a customer makes a payment, it's processed immediately by the payment provider. When an order's status is "Pending Payment", it means that the order is still being processed.
Why is payment for an order pending?
- Taking longer than usual: Most payments are processed almost instantaneously, but some may take a few minutes or hours. You may be viewing an order that will be processed shortly.
- Two-step payments: A few payment methods, such as Boleto, and Degica (Komoju), require customers to make payments at a physical location after they complete their online orders. In these cases, the order status is "Pending Payment" until your customer has completed payment.
- Payments submitted for manual review: Payment providers may want to review payments they think are suspicious. The payment will be approved or declined as soon as their review is complete.
Tip:
Within a few hours, the status of most pending payments will change either to "Paid" or "Declined". On rare occasions, it can take a week or up to 40 days for a payment to be processed.
When processing has been completely, the order status will change to either "Paid" or "Declined".
Orders that appear to be missing
It's not uncommon for customers to start the checkout process and then change their minds and abandon the cart without completing payment.
In most cases, this happens without your being aware of it. However, depending on your
inventory settings, you may get a notification saying that a product is out of stock. When you look to see who purchased the last item, you won't find the relevant order because the customer never completed the sale.
In this case, there is nothing for you to do. In a few hours, the item will be returned to your inventory.
Viewing and taking advantage of abandoned carts:
- To view a list of abandoned carts, go to Customers & Leads in your site's dashboard and select Abandoned Carts.
- Sending emails to customers who abandoned their carts is an effective way to increase sales. Learn how to set up automatic emails to customers who abandon their carts.
Video tutorial
Check out this short video tutorial or scroll down to read the FAQs.
FAQs
Can I filter orders to view payments with pending, canceled or declined statuses?
What is the "Canceled Payment" status?
Why can't I fulfill an order with a "Pending Payment" status?
How can I get more details about a payment?
to view the payment in the
All Payments tab. There, you can view more payment details.
My order was paid for with 2 payment methods. What happens if one of them was declined?
