Process pending orders

An order has a Pending status when you have requested a payment, authorisation, or card registration using a link or QR code, but the customer has not made a successful payment, authorisation, or card registration yet.

Display pending orders

In the Orders list, a pending order is marked with the pending symbol, an orange clock timer symbol. To display these orders, in Filters, for Status, select Pending and apply the filter.

You can also display pending orders in the Payments > Pending Orders list. This list has more details about how long the order has been pending and the status of the order notifications and reminders. See Track pending orders.

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Cancel old pending orders

We recommend that you create a regular process to cancel old pending orders.

The main actions that you will perform on pending orders are:

• Accept a phone payment
• Send reminders

The following sections describe these actions, and then there is a section about the workflow for pending orders.

Submit phone payments for pending orders

To submit payments, authorisations, or card registrations over the phone for pending orders, do these steps.

1. From an Orders list, to open the Order Summary click the order ZUID or the customer NAME. If the customer name does not display, make your BillPro window bigger or zoom out in your browser.

2. To take a payment or register a card by phone, from the gear options menu, select Submit Payment

3. In the virtual terminal, enter payment details.

   

Send reminders about pending orders

To send reminders about payments or card registrations by email or SMS, do these steps.

1. From an Orders list, to open the Order Summary click the order ZUID or the customer NAME. If the customer name does not display, make your BillPro window bigger or zoom out in your browser.

2. From the toggle switch actions menu, select Email Reminder Link, or SMS Reminder Link, or Show URL and QR and send the link to the customer.

The reminder email and SMS messages contain payment links that open a valid checkout until the customer makes an approved payment or card registration.

If you cannot send payment links correctly, check with your administrator, because the option to Manage payment links is set in each individual user account. See Manage users.

Workflow for pending orders

An order's status becomes Pending when you send a payment link for a new Draft order or a Rejected order.

While an order is Pending, the links in the "Order is Ready" and "Reminder" notifications are active. The customer can click any link and go to the secure checkout to pay for their order.

When the customer successfully makes a payment or pre-authorisation, or registers a card, then the order will move to an Active status and the other Live statuses, or to a Complete status (if the full amount of the order has been paid). For instalment orders, BillPro automatically adjusts the billing cycles to the activation date.

BillPro sends reminder emails for pending orders. See Payment link reminders at Activate BillPro with Stripe or Configure BillPro with CardCorp.

If the payment, preauthorisation, or card registration for a pending order is declined, the order will continue to have a Pending status. But BillPro will reset the pending timer for the order displayed in the pending orders list. See Track pending orders.

To finalise a pending order, you can cancel it.