Orders flagged for review
Some problems can only be seen after PayU has taken the payment. For example, PayU tells your store the shopper's address only at the end. In these cases your store never drops the order silently and never refunds automatically. It flags the order and tells your admins, and you decide what to do.
How you are told
- An admin alert. Every active admin of the store gets a notification in the admin bell, titled for example "Quick Checkout order #1042 needs review". It links to the order.
- A note on the order. The order's notes get a line such as: "Quick Checkout (PayU 3f9c…) needs review: the address is outside the store's delivery areas".
The review flags
| Flag | What happened | Order created? | Marked paid? | What to do |
|---|---|---|---|---|
| Undeliverable address | The pincode PayU returned is outside your shipping areas, or PayU returned no pincode. | Yes | Yes (prepaid) | Decide whether you can ship there anyway. If not, contact the shopper and refund the order. |
| Sold out | An item sold out between the tap and the payment. | Yes | Yes (prepaid) | Ship late if you can restock, or refund. The order is never silently oversold: you are always told. |
| Amount mismatch | PayU collected a different amount from the order total, and the difference is not explained by a PayU offer. | Yes | No | Compare the order with the payment in your PayU dashboard. Refund or settle the difference there, then update the order. |
| COD not enabled | PayU accepted a cash-on-delivery order although COD is off in your Quick Checkout settings. | Yes | No (COD) | Decide whether to accept COD for this order. Check that COD is also off in your PayU dashboard. |
| Order not created | PayU took the payment but the order could not be created. | No | — | The alert is titled "Quick Checkout payment without an order" and includes the PayU transaction ID and amount. Refund the payment in your PayU dashboard, or create the order by hand. |
| Paid after cancel | The shopper cancelled the sheet, and later a message claimed the payment succeeded. | No | — | The alert is titled "Quick Checkout payment after cancel". Check the transaction in your PayU dashboard and refund it if money was taken. |
An order can carry more than one flag, for example an undeliverable address and a sold-out item.
Why there are no automatic refunds
Each case is a business decision. You might ship to a pincode just outside your areas, or restock an item in two days. An automatic refund would take that choice away. So the store records what happened, tells you, and waits for you.
Amount mismatch in more detail
The order total must equal what PayU finally collected. Two differences are expected and handled for you:
- A PayU offer. When PayU reports that its offer lowered the amount, the offer is recorded on the order as a discount and the order is marked paid as normal.
- The COD fee. When the shopper picks COD and PayU adds your fee, the fee is added to the order.
Any other difference is a mismatch. The order is created but not marked paid, so it is not fulfilled by mistake.
Clearing a flag
Flags are a record, not a lock. Once you have dealt with the order, carry on with it as usual: fulfil it, cancel it or refund it. You can add your own note on the order to say what you decided.