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How to unmark a paid order

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Ann_Stewart
New Member
3 0 0

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?

Accepted Solution (1)

Accepted Solutions
Helen
Shopify Staff
Shopify Staff
1425 174 256

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:

20-11-6v12f-8ynni

 

 

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

20-11-itvid-6zhdy

 

  • 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 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 5 (5)
Helen
Shopify Staff
Shopify Staff
1425 174 256

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:

20-11-6v12f-8ynni

 

 

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

20-11-itvid-6zhdy

 

  • 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 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Nekohama
New Member
2 0 2

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
Tourist
11 0 1

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
New Member
3 0 0

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..... 

mandd
Tourist
8 0 0

Solution don't work anymore.

Yet another basic fail to add to so many 

Most things on shopify = fail

gotta jump this ship asap