Payment Issues

Overview

This article covers common payment-related issues and their solutions.

Payment Not Processing

Symptom: Orders are created but payment status remains "unpaid".

Solution: Check the payment recording process.

• For online payments, verify the payment gateway is configured and active
• For manual payments, record the payment in the order detail page
• Check the order status and payment status are correctly set
• Verify the customer received the order confirmation email

Payment Gateway Not Configured

Symptom: Customers cannot complete checkout because no payment method is available.

Solution: Configure payment methods.

• Check that at least one payment method is enabled
• For online payments, verify API keys are correct
• For bank transfer, ensure bank details are displayed at checkout
• Test the checkout flow with a test order

Refund Not Processing

Symptom: Admin initiates a refund but the payment status does not update.

Solution: Check the refund process.

• Open the order detail page
• Click Refund and enter the refund amount
• For online payments, the refund must be processed through the payment gateway
• For manual payments, record the refund manually
• Verify the order status updates to "Refunded"

Payment Status Mismatch

Symptom: The order shows "paid" but the customer says they have not paid.

Solution: Verify payment records.

• Check the payment records in the order detail page
• Verify the payment amount matches the order total
• Check for duplicate payment records
• Review the payment method and reference

Partial Payment Issues

Symptom: A partial payment was recorded but the order is not in "partially_paid" status.

Solution: Update the payment status manually.

• Open the order detail page
• Update the payment status to "partially_paid"
• Record additional payments as they arrive
• Mark as "paid" when the full amount is received

Currency and Amount Issues

Symptom: Order amounts are incorrect or display wrong currency.

Solution: Check localization settings.

• Go to Settings → Localization
• Verify the correct currency code is selected
• Check the currency symbol and position settings
• Verify decimal places and separator settings

CRM Payment Management

For comprehensive payment management, use the CRM workspace:

• CRM → Finance — Payment overview and reconciliation
• CRM → Invoices — Invoice and payment tracking
• CRM → Expenses — Expense management