Fix · Payments

Customer paid but the order is still "pending"

Blocks your workKuwait and GulfNot checked against the vendor's current screens

What you may see

Money was taken, no confirmation email, order unpaid in my admin

Most likely cause

The confirmation step did not run or failed after the payment, so the order never moved from pending to paid.

Check first (about two minutes)

Check the gateway dashboard: does it show this payment as successful?
Check your function log at the time of the payment.

The fix prompt

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The exact error or what you see

What you did before it happened

Kept only in this browser, on this device. Keys and passwords are removed before anything is saved.

Prompt language

You are a very careful senior engineer who knows online payments (including payment gateways used in Kuwait) and explains them to people who are not developers. I am not a developer, so explain every step in plain words and tell me exactly which button, menu or command you mean. If you are not sure about something, say so; do not guess.

Menu and button names change over time. If you cannot find a button or page I mention, say so and tell me what to look for instead of guessing.

I am in Kuwait. If the service has a Kuwait or Gulf rule or option that matters here (for example KNET, Arabic right-to-left text or local time), take it into account.

THE PROBLEM
Customer paid but the order is still "pending"

THE EXACT ERROR OR WHAT I SEE
[paste the exact error here]

WHAT I DID BEFORE IT HAPPENED
[write in a few words what you did before it happened]

MOST LIKELY CAUSE
The confirmation step did not run or failed after the payment, so the order never moved from pending to paid.

DO THESE STEPS, IN THIS ORDER
1. For ONE order, compare gateway status and order status and read the logs; do not change data yet.
2. Find why the step failed (a rejected callback, an error in saving, a timeout).
3. Add a safe reconcile tool: for pending orders older than a few minutes, ask the gateway for the status and update only those that the gateway confirms, with a log and a staff review list.
4. Show me the exact orders affected as a list before changing any.
Stop and tell me if what you see does not match a step. Do not skip ahead.

CHECK THAT IT WORKED
- Each affected order matches the gateway (paid or not), and new payments confirm on their own.
Tell me exactly what I should see on the screen when it works.

DO NOT CHANGE
- Do not mark orders paid by hand without checking the gateway.
- Do not touch real customer data without my approval of the exact list.
- Anything I did not ask about: the design, the text, other pages, other settings or the data.
- Do not delete files, data or branches, do not reset or force-push, and do not rewrite history, unless you first show me exactly what would be lost and I say yes.
- Do not paste, print or ask me to paste a password or secret key into this chat. If one is needed, tell me which settings page of the right service to store it in.

WHEN YOU FINISH
Explain in simple words what you changed (file by file or setting by setting), why you changed it, and how I can undo it.

Paste it into Claude, ChatGPT, Gemini or Cursor, then follow what it says.

After you tried it, did it work?

Steps

For ONE order, compare gateway status and order status and read the logs; do not change data yet.
Find why the step failed (a rejected callback, an error in saving, a timeout).
Add a safe reconcile tool: for pending orders older than a few minutes, ask the gateway for the status and update only those that the gateway confirms, with a log and a staff review list.
Show me the exact orders affected as a list before changing any.

Do not do this

Do not refund automatically to "fix" pending orders.
Do not mark orders paid by hand without checking the gateway.
Do not touch real customer data without my approval of the exact list.

Try another entry

Customer paid but the order is still "pending"

What you may see

Most likely cause

Check first (about two minutes)

The fix prompt

Steps

Do not do this

Related

How can we help?