How to unmark a paid order

[Ann_Stewart]

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?

[Helen · 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.

[Nekohama]

This isn't working for us and we aren't able to cancel this order on our page. For some reason it went marked as paid, while it was pending payment. Please help as this is going to through off our accounting and must have a simpler way of being handled.

[edcorusa]

I agree, Shopify does not allow for mistakes. If someone mistakenly click the wrong thing on an order the order can not be undone. Most other programs allow of user error. This is one of the main things I find unfriendly. It make it hard to allow new people to manage if they can not make a mistake and are able to fix it.  

[peter_schafric1]

What's worse is Shopify will not allow me to create an invoice with delayed (terms 30 days) and have the invoice sent to customer and fulfill the order. It's maddening. I have to overide everything and remember to create an invoice (from Draft) after 30 days..... 

[BritaD]

I feel the same way. Surely it wouldn't be too hard to change the interface so that you can just edit the payment status of the order? Cancelling the entire order and duplicating it to create a new one just messes with order numbers, especially if a customer comes in using their order number as a reference for pickup. @Shopify I would really like to see this fixed!