Understand pending and failed online payments

A customer can leave the payment page, lose the network, or close the browser after Razorpay receives money. StoreMink therefore treats the browser result as one signal, not the only source of truth.

What the states mean

• Pending: StoreMink created the order but has not accepted a successful provider result for it.
• Paid: StoreMink accepted a signed browser result or payment webhook for the pending order. For fulfilment and accounting, reconcile the provider's amount, currency, and captured state when anything looks inconsistent.
• Failed: Razorpay or StoreMink has confirmed that the attempt did not complete.
• Cancelled or expired: the order can no longer complete through that attempt. Reserved stock and coupon use are released through the order workflow.

If the customer says money was debited

1. Open the order and read its payment message and Razorpay reference.
2. Check the same payment in the connected Razorpay account.
3. If Razorpay shows the expected captured amount while StoreMink remains pending, wait for the webhook or scheduled reconciliation instead of taking another payment.
4. If the status remains uncertain, contact support with the StoreMink order reference and Razorpay payment ID. Do not share API secrets or card details.

Do not force success

Never mark an order paid merely because a shopper shows a message or bank alert. Compare the payment inside the connected Razorpay account. If the StoreMink and Razorpay records disagree on the order, amount, currency, or capture state, do not fulfil or charge again; stop and contact support.

Point of Sale exception to understand

The POS checks live shelf stock before starting an Online tender, but it does not hold that stock while the customer pays. Another till can sell the last unit during the charge. If Razorpay captures the payment and final sale completion then fails for stock, do not charge again; refund the captured payment from the dashboard using the original order and payment reference.

If the payment failed

Ask the customer to confirm that the first attempt is not captured before trying a new one. A genuine failed attempt can be retried. A pending or unknown attempt should be reconciled first.