From time to time you may receive payment at your payment gateway but the order was not marked as paid in your Rocketspark Dashboard order history.
Please check out the Unpaid / Abandoned cart guide to mark orders as paid manually in Dashboard.
There are numerous reasons that this might happen, but usually it's related to a technical reason that Rocketspark's shop system wasn't notified by the payment gateway.
The general solution is to check that the money for the order has come through into your chosen payment gateway account. If it has, you can mark the order as paid manually.
Please read through the checks below for the payment gateway in concern.
Make sure the email address you have set at Rocketspark to link Rocketspark & Paypal is the primary email address in your Paypal account.
- View your primary email address in Paypal
- View your Paypal email address setting in Rocketspark (Step 6)
Make sure the primary currency in Paypal is the same currency your Rocketspark shop is running in. Otherwise you have to manually approve the payment in Paypal.
Make sure you have configured the IPN settings correctly. This is how Paypal tells Rocketspark that the order was successful even if the customer doesn't navigate back.
Make sure you have setup the PDT settings, this is particularly important for purchases made on a Mobile phone.
Windcave (Payment Express)
Make sure you have FPRN (Fail-proof Result Notification) turned on at Windcave. This is not always turned on at their end. Please email email@example.com to check this is turned on for your account.
Currently, customers must navigate back to your shops finish page in order to confirm the order instantly with Rocketspark.
We also do a check every hour with eWay to see if there are orders completed but the customer didn't click the 'Return to website' button. We'll then send you the order confirmation for any confirmed orders in eWay. so you no longer If there are completed p We are working on a more robust solution here. In the time between this hourly check the orders will appear in “View unpaid orders & abandoned baskets” area of your dashboard.
This usually results from the customer not returning to the site after payment. Check your Stripe account to see if the money has come through. If so, you can manually mark the order as paid.
Other Gateways (Afterpay, Zippay, Laybuy etc)
These gateways don't generally have this issue but if you're finding there are problems, please get in touch with us and we'll do some further investigation.