My Customer Paid the Outstanding Balance

30 0 6

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.

Replies 2 (2)

311 18 23

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.

Please let me know if it works by marking it as a solution!
Seal Subscriptions App, a subscription app for Shopify, with glowing user testimonials and a free plan.

Shopify Staff
2340 253 518

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.




Dirk | 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