Troubleshoot a payment or checkout issue

Start by checking whether SokoWise created a sale or order. This helps prevent duplicate charges and records.

Payment is pending or failed

1. Open the original sale under Sales & Receipts → Transactions or the order under Online Store → Orders.
2. Review the latest payment status and any provider message.
3. If the payment is pending, wait for the provider result and check again.
4. If the customer sees a completed debit while SokoWise still shows pending, do not request another payment. Contact SokoWise support with the sale or order reference and payment time.

A payment option is missing

For an in-person sale, check Business → Payment Methods and Business → Integrations. For storefront checkout, check Online Store → Settings and Online Store → Integrations. Review the provider’s current status and the checkout settings for the active business.

An online order is missing

Ask the customer whether they submitted checkout and request the order reference or link. Check Online Store → Orders for the active business. If the customer reached checkout but no order appears, share the time and any message shown with support.

For a delivery issue after an order exists, open the linked record under Deliveries.