Troubleshoot a payment or checkout issue

When a payment appears to fail, first check whether the sale or order was created. This helps prevent duplicate charges and duplicate records.

A customer payment is pending

1. Open the related sale or online order.
2. Refresh the payment status and check its latest update.
3. Ask the customer whether their provider shows a completed payment.
4. If the provider shows a debit but SokoWise still shows pending, do not ask for another payment. Contact support with the sale or order reference and payment time.

A payment option is missing

Confirm that the relevant payment provider is connected in the correct place: Business → Integrations for business workflows, or Sell Online → Integrations for storefront checkout. Check the provider's status and any review instructions.

A storefront order is missing

Confirm the customer submitted the order and check Sell Online → Orders for the active business. If the customer has an order link, ask them to share its reference. Include that reference when contacting support.