Process pending orders

An order is Pending after you send the customer a payment link or QR code, until they make an approved payment or card registration.

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Cancel old pending orders

Set up a regular process to cancel old pending orders.

To list pending orders, open Orders, click Filters, select Status › Pending, and click Apply. Pending orders have an orange timer icon.

Payments › Pending Orders shows more: how long each order has been pending, and whether its emails and reminders were delivered. See Track pending orders.

Workflow for pending orders

• A Draft or Rejected order becomes Pending when you send a payment link.
• BillPro sends reminder emails for pending orders. See Payment reminders at Configure BillPro with CardCorp.
• If the customer's payment is declined, the order stays Pending, and BillPro restarts its pending timer.
• The links in the "Order is Ready" and reminder emails keep working until the customer pays.
• When the payment or card registration is approved, the order becomes Active, or Complete for a single payment.
• You can also cancel a pending order.

flowchart TB
  Draft -->|Payment link sent| Pending
  Rejected -->|Payment link sent| Pending
  Pending -->|"Payment declined:
  stays Pending"| Pending
  Pending -->|"Payment or card registration approved:
  recurring order or pre-authorised single payment"| Active
  Pending -->|Single payment approved| Complete
  Active -->|"Pre-authorisation
  captured or reversed"| Complete
  Pending -->|Cancel| Cancelled

For instalment orders, BillPro moves the billing schedule to start from the date the order activates.

Take a phone payment for a pending order

1. In the Orders list, click the order UID or customer name to open the Order Summary.
2. Click the … menu and select Submit Payment.
3. Enter the card details in the virtual terminal. See Take a phone payment.

Send a reminder

1. Open the Order Summary of the pending order.
2. Click the … menu and select Email Reminder Link, SMS Reminder Link or Show URL and QR. SMS Reminder Link only appears when the customer has a phone number.

The reminder contains a payment link that opens the checkout until the customer pays.

If a user can't send payment links, check their permissions with your administrator. See Manage users.