Orders, failed payments and refunds

Successful payment. PayU confirms the payment to your store and the order moves to Processing (paid). You ship it as usual.

Cancelled or failed payment. The customer goes back to checkout with their cart intact and can try again or choose another method. The order stays as Incomplete so you can see the attempt; any wallet or gift certificate amount is returned to the customer.

Customer closed the page after paying. The webhook you set up (see Connect PayU) still tells your store, and the order becomes paid a moment later. Without the webhook such orders stay pending until you check them.

Refunds. Refund the payment in your PayU dashboard (find the transaction and choose Refund, full or partial). Then mark the order Refunded (or record the partial refund) in Sales → Orders so your stock, reports and the customer's order page match. PayU usually returns the money to the customer in 5–7 working days.

Payouts. PayU settles your money to your bank account on the schedule in your PayU agreement. Settlement reports are in the PayU dashboard.