My Customer Paid the Outstanding Balance

[sereneluminaire]

My customer order to me a product and not yet paid and the payment is still pending. After an hours, Shopify sent me an email containing that the Outstanding Balance of my Customer was paid. After clicking the "view order" it was still in "Payment pending" status. Please help me its confusing. I tried to check my payment provider but the payment link is still unpaid.

[SealSubs-Roan]

Hi @sereneluminaire !

You might want to reach out to your customer to ask for an invoice history screenshot to make sure that their outstanding balance has been paid and also try to reach out to your payment provider if the payment link status has been updated. If you are sure that the outstanding balance has been paid, I highly suggest that you reach out to Shopify support team so they can further check on their end and manually update the status of the order if possible. You can reach out to them by going through their Shopify Help Center and enter your concern on AI chat box, respond to it until the "I still need help" or "chat with a support advisor" option appear.

[Dirk]

Hey, @sereneluminaire 

Happy to help. Do you happen to have a screenshot of the confirmation that the order was paid, as well as a screenshot of the order timeline details?

If there is anything else I can help you with, please let me know.

[DušanMijušković]

This happened to us two days ago. We changed the order, so the customer received an email stating that they had an unpaid balance. I guess they clicked "Pay now", went through the checkout, and again selected COD, which triggered the email we got.