Why is a Shop Pay payment still pending after 5 days?

[hollyw1930]

A customer made an order on friday 7th July 2023. She paid using shop pay through her mastercard. We are on Wednesday 12th July and the payment is still pending. Does anyone know why this is?

[Imogen]

Hey there, @hollyw1930. Thanks for taking the time to reach out to the Shopify Community with your question about this order's payment. It's good to meet you!

Are you seeing any banners to notify you as to why the payment may be pending? Typically, a pending payment is just the result of the gateway not having processed the payment yet, which just requires a bit of waiting time. However, sometimes a banner will be shown on the specific order's page outlining why the payment is pending - do you see such a banner? If so, can you provide me with some information about that banner?

Please, follow up with me when you can regarding the information I've requested. I'll keep my eyes peeled for your reply!