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.

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.

What Do You Do: 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 - Check Status 

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 - Need to Edit, Delete or Record Payment  

Steps

1. Go to Invoice & Finance Module

2. Open the invoice

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

After syncing, there are three (3) possible outcomes:

Result 1: Payment Successful

• Invoice status automatically updates to Paid

• No further action is required

Result 2: Payment Not Completed

• A "Delete Pending Payment" option will appear 
• See this article for the next steps: How to Delete Pending Payment on Invoices? 

Result 3: No Status Update After Sync

• No update, no delete option

• The system is waiting for confirmation (callback) from the payment gateway.

• No further action is required

Important:

• 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. 

If the guardian wish to complete the pending payment in the app, refer to this guide: What to do when a payment is pending in the app?