The sales overview separates active sales, online carts and drafts. A basket’s countdown starts at creation and does not restart when the customer changes the basket.

In this article you will learn how to find online payment issues and record their resolution.

Review the payment

1. Open the sales overview. Use the cart tab to find active online baskets.
2. Filter the payment column on Follow-up to find orders requiring attention. In payment means an online payment is in progress.
3. Open the order and read its payment issue banner. Compare the issue, related payments and order total.
4. Handle the payment with the customer or payment provider as appropriate.
5. Select Resolve payment issue, add an optional note and confirm. Then finalise or refund the order as appropriate.

The related to-dos are completed and your note remains on the order.

Note Resolving the issue records your follow-up; it does not replace the required refund or finalisation. A late payment restores a released order only when its seats remain free.