Why is a payment not appearing in the Customer Area?

If you have received a PSP reference in a payment response or notification, but the payment doesn't appear in Customer Area > Payments, this means the authorisation is pending.
 
This can happen when:
  • The shopper has been redirected to an external page to complete the authorisation, which hasn't been finalized. This is common for local payment methods (such as iDEAL and Dotpay), and for 3D Secure payments.
  • The transaction has been processed but the funds haven’t cleared yet. This applies to bank transfers, or a payment method where the shopper needs to make the payment offline (Boleto Bancário, for example).
A payment that is pending authorisation is referred to as an open offer. Your admin user can find these in Customer Area > Offers (Note: This section is not shown by default. Contact Support to enable it).
 
For more information contact Support. Submit a request

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