A customer paid online but the order is not marked paid

An order turns paid only when the payment gateway itself confirms that the full order amount came for that order. If the order still shows cod, find the payment in your gateway's merchant panel first. If the money really came, record it by hand on the order.

Where to find it

The order: Admin › Online store › Website orders › All orders (ওয়েবসাইটের অর্ডার › সব অর্ডার), the Payment Status column. Click the status to open Order Payments.
The gateways: Admin › Administration › Settings › Online payments (সেটিং › অনলাইন পেমেন্ট).

These belong to the feature Payments & profit (owner). The store owner always has it.

What to check, most common first

The customer did not come back to your shop. bKash, aamarPay and ShurjoPay payments are checked when the gateway sends the shopper back. If they closed the browser right after paying, the check never ran. SSLCommerz also sends its own notice in the background, so this happens less with it.
The amount did not match. The gateway must confirm exactly the order's total. If the order was edited after the customer started paying, or they paid a different amount, it is not marked paid. The shopper then sees "We could not confirm this payment. Please contact the store."
They came back much later. Your shop keeps the link to the payment for 6 hours after the payment page opened. A return after that cannot be matched.
Test mode was left on. A yellow Test mode badge on the bKash, aamarPay or ShurjoPay card means shoppers go to the sandbox, where no real money moves. Switch Test mode (sandbox — no real money) off, write your live keys and press Save.
The keys belong to another account. The check uses the keys saved in your panel. If the money went to a different merchant account, your account cannot confirm it. For SSLCommerz, use your Store ID and Store Password, not the password of the merchant panel.
It was a send-money payment. Send money (bKash / Nagad / Rocket / Upay) is never marked paid by itself. The customer's number and TrxID are written in the order's note for you to check.

What to do

Open your gateway's merchant panel and search for the payment by time, amount or the customer's number.
If it is there and complete, open the order's Payment Status to reach Order Payments.
Fill Amount, Paid on and Pay Via, write the gateway's transaction ID in Payment Note, and press Update.
If it is not there, the customer did not pay. Tell them the order is saved as unpaid.

Good to know

No double payments. If the confirmation runs twice, the payment is written down only once.
Facebook: an online order counts as a Purchase only after the gateway's own confirmation, not after a payment you record by hand.

When to ask the team

If the merchant panel shows a completed payment of the exact amount, the customer came back to your shop within a few minutes, and the order still shows cod, ask in our Facebook group or press Give Feedback. Give the invoice number and the gateway's name. Never send your keys or passwords.

Still need help? Ask in our Facebook group — the team and other shop owners answer there.

Ask the community →