Incomplete and pending orders

Incomplete orders can be viewed in your ShopWired account by navigating to Orders and selecting the Incomplete orders filter.

If the customer did successfully complete payment or you were able to take payment from the customer away from your website, you can select the mark as paid option for the incomplete order to transition it into the complete state. When using the mark as paid option:

• The customer will be sent the order confirmation email (or pre-order confirmation email)
• You will receive a copy of the order confirmation email (or pre-order confirmation email)
• The order will be given the order status corresponding to the default order status for paid orders
• The order will be moved to the completed orders page

Incomplete orders can be viewed in full by selecting to view the order. You can edit the customer details on an order, but not the products.

ShopWired may not mark an order as complete where the customer has successfully made payment for the order for a number of reasons:

• The payment gateway didn't send the message to ShopWired that the payment was completed
• ShopWired didn't receive the payment gateway's message that the payment was completed
• The payment gateway is not correctly configured
• Some other error occurred

When troubleshooting payment gateway errors, ensure that you follow these steps:

1. Check that you have actually received payment for the order
2. Check if the payment gateway you are using requires additional setup and that the setup instructions have been followed correctly
   • If the payment gateway was not previously set up correctly but now is, place a test order on your website to make sure
3. Contact your payment gateway and ask for their logs of the transaction
4. Contact support providing them with the order details and logs from your payment gateway

Under certain circumstances, when a visitor fails to complete their payment successfully, they will be sent the order failed email.

The email can be customised by navigating to Settings > Emails and following the instructions for customising emails.

The order failed email has access to the Twig order object to generate information about the order (for example, the details of the products in the order) but doesn't have access to all the properties of the order object.

The order failed email is sent:

• For direct integration payment gateways when the visitor selects cancel on the payment page
• For hosted integration payment gateways when the visitor selects to cancel the payment and is returned to your website
• For hosted integration payment gateways when the visitor's payment is declined and, as a result, they are immediately returned to your website

In each of the three scenarios above, the visitor is taken to the checkout/failed page of your website, and it is this journey that triggers the order failed email to be sent.

A pending order is an order where the visitor went through to the page on your website to enter their card details, but ShopWired cannot determine whether or not the payment was successfully completed. If the visitor did make the payment successfully, after completing payment they may have seen a pending or polling message on your website.

Pending orders can be viewed in your ShopWired account by navigating to Orders and selecting the Pending orders filter.