Is there a way to confirm customer payment fulfilment?

[heinerschneider]

Good afternoon,

I have a question concerning a customer issue and the payment. 

Could you please confirm the fulfilment of the payment? 

Please see below the following screen shot, unfortunately it is not obvious whether the customer payed the full amount r not..

Thank you in advance.

[Rick]

Hi @heinerschneider 

Thanks for reaching out here!

I understand that you are wondering if the payment has been captured for this order, and if they paid the full amount or not. I would be happy to provide some context for you.

Based on the screenshot you have provided, it appears to be the order timeline of your order. For added context, here's an example order timeline, where you can see the events happening in order from bottom to top:

Although it might not be obvious at first glance because everything on your order happened at 16:55, the top part of the timeline information is the most recent. In your case here, the customer placed the order but the payment appears to fail twice, and then on the third attempt it was successful. You can later see that the payment has been added to your next scheduled payout on the 29th March. The sections in red indicate an error or failure - in this case it seems 2 separate credit cards failed, but then worked a third time.

To confirm, based on what I can see in your screenshot, it looks like this payment of €9,836.90 was successfully captured, of which €9,630.03 has been added to your payouts (after the plan based credit card rate deductions). However, if you have any doubts and wish to make absolutely sure before fulfilling the order, then feel free to consult with our support team here, and we can take a closer look at your account.

If you click the little arrow next to the payment in question, it will reveal more information. There will be a section called 'Status' which should have the 'success'  value for the payment that went through successfully, and a failure message for the ones that did not.

You mentioned that there was a customer issue around this payment - has the customer expressed concerns about paying twice perhaps? Sometimes when payments fail, they may leave a pre-authorization charge on the credit card. This is not a real charge and should fall off after a few days. However, if the customer is concerned you should let them know that contacting their bank for confirmation will be a good idea.