Managing Pending Payments on Invoices

When an Invoice Shows “Pending Payment”

Sometimes you may open an invoice and notice that you cannot edit it, delete it, or add anything to it. Most of the time, this happens because the invoice has a Pending Payment.

You may see the pending payment status in these places:

• Invoice & Finance module (on the Invoice page)

• Student module → Invoice & Payment tab

• Attendance module → Take Attendance page (via the Outstanding Invoice badge beside the student’s name)

Why Does Pending Payment Happen?

A Pending Payment may occur due to one of the following reasons:

1) Unfinished payment attempt

• The payer started the payment process but did not complete it.

2) Payment completed, but payment gateway callback not received

• The payment may have been successfully made, but the system has not yet received the confirmation callback from the payment gateway.

• Until the callback is received (or the payment is re-verified), the invoice remains in Pending Payment for safety and accuracy.

What Actions Are Restricted During Pending Payment?

While an invoice is under Pending Payment, the following actions will be disabled:

• Editing invoice details

• Adding invoice items

• Deleting invoice

• Recording payment manually

• Creating credit notes

• Adjusting e-Invoice submission

Once the payment status is confirmed, the invoice will automatically become editable again.

If the invoice remains stuck in Pending Payment, you can use Sync Payment Status to trigger a recheck.

How to Resolve It: Sync Payment Status (and What Happens Next)

Sync Payment Status will recheck the payment with the payment gateway and update the invoice accordingly. There are two places you can trigger Sync Payment Status:

Option A: Sync from Invoice Listing Page

Steps

1. Go to Invoice & Finance Module

2. Select one or multiple invoices

3. Click Sync Payment Status button on top of the invoice listing 

What happens after syncing

• The system rechecks payment status with the payment gateway

• The invoice status will update if there is any change

Important Note: This option is for checking and updating status only. You cannot delete pending payment from the listing page.

Option B: Sync from Invoice Detail Page 

Steps

1. Go to Invoice & Finance Module

2. Open the invoice

3. Click Sync Payment Status at the bottom of the invoice page

What happens after syncing?

When Sync Payment Status is triggered, the system will recheck the payment status with the payment gateway. There are three (3) possible outcomes:

Result 1: Payment Successful

The payment has been confirmed by the payment gateway.

System behavior:

• Invoice status automatically updates to Paid

• No further action is required

Result 2: Payment Not Completed

The payment started but did not complete the payment process.

System behavior:

• A “Delete Pending Payment” option will appear

Admin action:

Click Delete Pending Payment
Invoice will return to Unpaid
Guardian may retry payment via mobile app, or admin may proceed with manual payment recording

Result 3: No Status Update After Sync

If after syncing:

• The invoice does not update to Paid, and

• No Delete Pending Payment option appears,

This means the guardian has likely completed the payment, but the system is still waiting for confirmation (callback) from the payment gateway.

Important:

• No manual action is required from Admin at this stage. 

• The status will update automatically once the gateway sends confirmation

• The system allows a 48-hour waiting threshold. If confirmation is received, invoice updates to Paid. If no confirmation is received after 48 hours, the pending payment will automatically be cancelled and the invoice will revert to unpaid. 

Summary: What Should Admin Do?

When encountering a Pending Payment:

1) If you need to edit the invoice

• Open Invoice Detail Page 

• Click Sync Payment Status

• Delete Pending Payment

2) If no invoice changes required

• Advise guardian to: 

  • Sync payment from mobile app

  • Retry payment if necessary 

Refer to this guide for guardian steps: What to do when a payment is pending in the app?