Payment problems on my store

Orders stay pending after a real payment

Delrity marks an online order paid only when your payment provider confirms it directly. With PayFast that confirmation is sent automatically, so a payment that never confirms usually comes down to how PayFast is connected.

1. 1Go to Commerce, then Payments and check the environment is set to Live. A store set to Sandbox will not take orders.
2. 2Check the Merchant ID, Merchant key and passphrase match the ones in your PayFast account, under Settings, then Integration.
3. 3Place a small test order, using an email address that is different from the one on your PayFast account.
4. 4If it still stays pending, email support@delrity.com with the order number.

Checkout will not start

• Check at least one payment method is switched on under Commerce, then Payments, and that online payments have a connected provider.
• Check your subscription or trial is active - a closed store cannot take orders.
• Check the products in the cart are Active and available. Stock that other customers are holding in their checkouts is not available until it is released.
• Seeing a 500 error page from PayFast while testing your own store? Use a different email address from the one on your PayFast account.

A customer says their payment failed

Open the order and check its payment status. If it still shows pending, the payment did not complete. The order is cancelled automatically soon after its 30-minute checkout hold runs out and its stock is released, so the customer can safely try again. Nothing is deducted from your stock until a payment is confirmed. Repeated failures for one customer are a matter for their bank or your payment provider.