How to mark an order as paid (cash on delivery)

To mark an order as paid in your TeleportHQ store, open Growth → E-Commerce → Orders, click the order, click Mark as Paid and confirm. Use it when you received the money outside the online checkout, for example a cash-on-delivery parcel paid at the door or a bank transfer. It only updates the order: it doesn't charge the customer, email them or create an invoice.

Before you start#

• Customers can pay on delivery or at pickup only if Cash on Delivery is on in E-Commerce Settings. See What shoppers see: cart, favorites and checkout.
• Cash-on-delivery orders arrive with the status Confirmed and the payment status Pending.
• Online payments are marked paid by themselves, through the payment webhook. If card orders stay Pending, check the webhook instead of marking them by hand. See How to set up the payment webhook.
• Marking orders as paid has no plan limit.

Steps#

1. In the left sidebar, click Growth.
2. In the Growth panel, under E-Commerce, click Orders. The Orders page opens on its Analytics tab.
3. In the orders table, click the order. Its details open on the right.
4. Under the order summary, click Mark as Paid. The Mark Order as Paid window opens with the order number and amount, for example ORD-12 ($40.00).
5. Click Mark as Paid to confirm, or Cancel to go back.

Check that it worked#

• The message Order marked as paid. appears.
• The payment badge changes to Paid, and the Mark as Paid button disappears.
• If the order status was Pending, it becomes Confirmed. An order that is already Shipped or Delivered keeps its status.
• The order's History shows a Payment received entry by you.
• The Paid Orders figure above the orders table goes up by one.

Troubleshooting#

"Could not mark the order as paid." The update didn't save. Click Refresh next to Orders analytics and try again.

"This order is already paid, or its money went back, so it cannot be marked as paid. Reload the order to see where it stands." A payment or a refund reached the order after you opened it. Click Refresh next to Orders analytics to see where it stands.

"A cancelled or refunded order cannot be reopened or marked as paid. Create a new order instead." The order is cancelled or refunded. If a payment for a cancelled order arrived later, the order offers Accept late payment instead. See How to find and manage orders.

I don't see Mark as Paid The order is already paid (payment status Paid or Partially Refunded), or it is cancelled or refunded.

A card payment went through, but the order still says Pending TeleportHQ didn't get the payment confirmation from your payment provider. Check your webhook setup. Marking the order paid by hand fixes the badge, but creates no invoice.

Good to know#

• Paid on delivery, by itself. When you mark the last parcel of a cash-on-delivery order delivered, TeleportHQ marks the order paid too: "Paid on delivery — the order is now marked paid." See How to ship an order.
• No invoice. Mark as Paid never creates an invoice. A cash-on-delivery or pickup order can get one when it is placed instead, if Orders paid on delivery or at pickup is on in the invoice settings. See How to set up invoices and VAT for your store.
• No email. The customer isn't told that the order is marked paid. If the order bought gift cards or digital products, those are sent to the customer now.
• Refunds after Mark as Paid. Once a cash order is paid, the Refund button appears. That refund only records the money: you give it back yourself. See How to refund an order.
• The window always says the status becomes Confirmed. In fact, only a Pending order moves to Confirmed; a shipped or delivered order keeps its status.
• Orders that pay for a booking. Marking such an order paid also confirms its booking. If that fails, the message says so, for example "The order is paid, but its booking lost its dates to another customer while the payment was late. Contact the customer from the Bookings page of your admin panel, or refund the order."
• Failed payments. Mark as Paid also shows on an order whose online payment failed. Use it only if the customer really paid you another way.
• To move an order on (for example to Shipped or Completed), use the Fulfilment picker. See What do the order, payment and shipping statuses mean?.