The Trade orders dashboard in Subotiz assigns a real-time payment status to every billing transaction based on responses from the connected payment gateway. These statuses apply to all order types, including one-time payments, subscription activations, and renewals. By reviewing and responding to specific statuses, merchants can troubleshoot payment issues promptly, minimize failed transactions, and keep customer accounts in good standing.
Status Overview
Each Trade order is automatically assigned a real-time status. The following statuses are available in Subotiz:
- Pending: The Trade order has been created but payment confirmation is not yet received.
- Under review: The payment gateway is validating the transaction before final confirmation.
- Paid: The payment has been successfully processed and funds have been settled.
- Partially refunded: A portion of the original payment has been returned to the customer.
- Refunded: The full payment amount has been returned to the customer.
Troubleshooting by Status
- Pending
- System behavior: The Trade order has been recorded, but final payment confirmation is still outstanding.
- Troubleshooting actions:
- Wait briefly for the payment provider to confirm the transaction.
- If the status does not update, verify the transaction in the provider dashboard using the external reference ID.
- Retry the payment attempt if necessary.
- Under review
- System behavior: The payment request has been received by the gateway and is under validation.
- Troubleshooting actions:
- Monitor the order until the provider completes its checks.
- If the status remains unchanged for an extended period, contact the payment provider for clarification.
- Paid
- System behavior: The payment has been successfully captured and settled.
- Troubleshooting actions:
- No further action is required unless a refund is needed.
- Refunds can only be created for Paid orders by selecting Refund in the Trade order detail page.
- Partially refunded
- System behavior: A portion of the payment has been refunded to the customer.
- Troubleshooting actions:
- Review the linked Refund order in Transaction > Refund orders.
- Confirm that the refund amount matches internal records.
- Refunded
- System behavior: The entire payment has been refunded to the customer.
- Troubleshooting actions:
- Verify the linked Refund order to confirm the refund outcome.
- Note that no further refunds can be created for this Trade order.
Monitoring Problematic Payments
- Filter Trade orders: Go to Transaction > Trade orders and apply filters to display only Pending or Under review orders.
- Open order details: Select a Trade order to review transaction data, including the external reference ID.
- Verify unsettled transactions: Use the external reference ID in the payment provider dashboard to confirm the outcome.
- Refine the search: Filter by order type or date range to focus on specific transactions or billing periods.
Reviewing Related Records
- Check invoices: Search the Invoice section using the Invoice ID or Customer Email to confirm billing activity.
- Review refund orders: Use the Refund orders section to track refund actions and verify outcomes.
- Cross-check records: Ensure consistency across Trade orders, invoices, and refunds.
Best Practices
- Monitor unresolved statuses: Check Pending and Under review orders daily to prevent billing delays.
- Verify unsettled payments with providers: Use the gateway reference ID to confirm outcomes in Stripe, PayPal, or other providers.
- Cross-check with invoices and refunds: Confirm that all records reflect consistent payment outcomes.
- Identify recurring patterns: Track repeated failures by card type or payment provider, and adjust gateway settings as needed.
Troubleshooting payment issues in Subotiz starts with monitoring Trade order statuses. By checking Pending or Under review transactions and confirming outcomes with providers, merchants can resolve issues quickly and maintain smooth billing.