FAQ and troubleshooting

An order shows "Incomplete". Do I need to do anything? No. The shopper started an online payment and did not finish it, or it failed. Their cart is kept so they can try again. If they paid another way, use Mark as Paid.

A customer says they paid but the order is Pending. Check the payment in your gateway's dashboard. If the money arrived, use Mark as Paid. Online payments normally update within a minute through the gateway's confirmation.

The customer did not get a status email. Check Settings → Order Statuses → that status → Notify Customer, then Settings → Email Logs to see whether it was sent.

Refund failed. The gateway refused it, so the order status was left unchanged. Try again later, or refund from the gateway's dashboard and use Mark as Refunded.

I can't see Edit Order, Refund or Delete. Your staff group can view orders but not manage them. Ask the store owner to give your group the order management permission (Customers → User Groups).

Can I change a product's price on an order that was already placed? Use Edit Order before it ships. Settle any difference with the customer yourself.

Where are returns? Sales → Returns, when the Returns module is on.

Ask CartWhizz AI. In your admin, open Home → CartWhizz AI Assistant and ask "orders waiting to ship" or "today's unpaid COD orders".