How to unmark a paid order

New Member
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I had a customer pay by bank transfer and the transaction was pending. I didn't think much of it and marked it as paid.  A few days later I have realised the transaction bounced. How do I mark the order as unpaid?

Shopify Staff
Shopify Staff
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This is an accepted solution.

Hey, @Ann_Stewart. I can see how that’s likely to happen!


Once an order has been marked as paid, it cannot be then marked as unpaid on the same order. However, here’s what you can do to workaround it, and then take it one step further and create a new order for your customer as you await payment again.


  • From your Order page, please first cancel the order by going to ‘More actions > Cancel order’. It looks like this:




  • While cancelling and refunding the order, you’ll be able to choose the reason for cancellation to be payment declined, as seen below:



  • Lastly, if your customer will be sending their payment again, please go to ‘More actions > Duplicate’ on the cancelled order. This will recreate the existing order that you can then proceed with marking the payment as pending again.


(Pro tip: In the event you ever need to reference the orders in the future, I recommend leaving a note on each order explaining what happened. You can do this by Adding a comment to the Timeline.) 


Does that make sense? Let me know if you have any other questions or concerns about it. I’m here, and happy to work through it with you.

Helen | Social Care @ Shopify 
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