Jovvie payment statuses

This page helps you understand what a status means after a card payment, and what to do when a status looks wrong. After a payment, Jovvie updates the order, form entry, or donation in the product you use. The status it gets, and when, depends on the product.

Point of Sale

Point of Sale uses standard order statuses. The register sets the order’s status as soon as it gets the payment result.

What happened	Order status
A Stripe card payment went through (a reader or Enter Card)	Completed
An NMI terminal payment went through	Completed
The card was declined, or you stopped the payment before the customer paid	The order is not completed. You can try again or choose another payment method.
An Enter Card payment failed	Failed
The register could not confirm whether a Stripe reader payment went through	On hold
A Stripe reader charged a different amount than the order total	On hold
An invoice was sent and is not paid yet	Pending payment
An invoice was paid	The status set for Invoice in Order Status
Cash, Split Payment, and other payment types	The status set for that method in Order Status

When a Stripe or NMI card payment is taken on its own for the full order amount and succeeds, the order is always set to Completed. You cannot change this. If a Stripe reader charged a different amount, the order is put On hold instead. For other methods, you choose the status in POS > Settings > Gateway. See Choose payment methods.

With Split Payment (one sale paid in more than one part), a card payment for one part does not complete the order. The order gets the status set for Split Payment only after every part of the payment is paid.

If an order is on hold

If the message starts with Terminal captured, see Resolve a card payment that did not match the order.
If the message is The card payment outcome could not be confirmed. Check the Stripe dashboard before taking another payment for this order., check your Stripe Dashboard before you do anything else. See Card reader payment problems.
If an invoice was paid but the order is on hold, see Invoice paid but order is on hold.

If an NMI payment shows an error

If the register shows an error after an NMI terminal payment, the order may be marked Failed. A Failed status does not prove the customer was not charged. Check the terminal screen and the order history before you take another payment. See Card reader payment problems.

Refunds in Point of Sale

A refund in the register is added to the order. Whether money goes back to the customer depends on the payment method. See Refund an order in the register.

For NMI terminal payments, refunds and voids made outside Point of Sale can also update the order. These updates only reach your site if your NMI connection is set up correctly. If you are not sure your site receives them, contact Jovvie support.

For an NMI payment taken on its own (not part of a Split Payment):

A refund for the full amount changes the order to Refunded.
A partial refund adds a note to the order. The status does not change.
A void of a completed payment changes the order to Cancelled.

If the NMI payment was one part of a Split Payment, a refund or void adds a note to the order. The order status does not change.

To change a status by hand, see Change an order’s status. Changing a status does not take or refund a payment.

Checkout for WooCommerce

The WooCommerce plugin uses WooCommerce order statuses.

What happened	Order status	Order note
The order was placed and the payment page opened	Pending payment
The customer paid while the order was Pending payment, and your site received the payment confirmation from Stripe	Processing	Payment succeeded in Stripe.
The payment failed, and your site received that update from Stripe	Failed	Payment failed in Stripe.
Staff clicked ← Back on the payment page before the customer paid	Pending payment (no change)

The order moves to Processing only when your site receives the payment confirmation from Stripe. This confirmation is sent automatically and is called a webhook. Reaching the order received page does not complete the order.

If an order stays Pending payment after the customer paid:

Check your Stripe Dashboard for the payment. Look for payments that completed and payments that are still processing.
If the customer was charged, or a payment is still processing, do not charge again.
Contact Jovvie support, and ask them to confirm that payment confirmations are set up for your site.

See Take an in-person payment for an order.

Checkout for Gravity Forms

Gravity Forms shows a payment status on each entry.

What happened	Payment status	Entry note
The form was submitted and the payment page opened	Processing
The customer paid, and the browser came back to your site	Paid	Payment completed via Jovvie.
The customer paid, but the browser did not come back. The hourly check found the payment	Paid	Payment completed via Jovvie.
Your site received an update from Jovvie that the payment failed or was cancelled	Failed	Payment failed in Jovvie.
The hourly check found that the payment failed or was cancelled	Failed	Payment failed in Jovvie (reconciled).
The payment could not start, because the add-on is not connected or Jovvie did not accept the request	Failed	Starts with Jovvie Payments is not configured or Jovvie payment could not be created

These statuses assume Accepted Payment Status is left at its default, Completed (Paid). See Settings reference.

A paid entry that stays Processing

A card can be charged before the entry changes from Processing. If an entry is still Processing:

Check your Stripe Dashboard for the payment. Look for payments that completed and payments that are still processing.
If the customer was charged, or a payment is still processing, do not charge again. Wait for the hourly check to update the entry.
If the entry does not update, or you are not sure, contact Jovvie support.

See Take an in-person payment with a form.

Checkout for GiveWP

GiveWP uses its own donation statuses.

What happened	Donation status	Donation note
The donation form was submitted and the payment page opened	Pending
The donor paid, and the payment page sent the browser back to your site	Complete	Donation Captured.
Staff clicked ← Back on the payment page before the donor paid	Abandoned	Donation canceled by user.
Your site received an update from Jovvie that the payment failed	Failed	Payment failed in Stripe.

A paid donation that stays Pending

A one-time donation is marked Complete only when the payment page sends the browser back to your site. Nothing else completes it. If the browser does not return, for example because the tab was closed or the device lost its connection right after the payment, the donation stays Pending even though the donor was charged.

If a donation stays Pending, follow these steps:

Check your Stripe Dashboard for the payment.
If the donor was charged, do not take the donation again.
Contact Jovvie support.

To avoid this, wait on the payment page until it sends you to the donation receipt. Do not close the tab during a payment.

For the steps, see Take an in-person donation.

Checkout for Event Tickets

Event Tickets uses Tickets Commerce order statuses.

What happened	Order status
The buyer paid, and your site received the payment confirmation from Stripe	Completed
The payment failed, and your site received that update from Stripe	Denied

Returning to your site after the payment does not complete the order. The ticket order success page can appear before the order is Completed. The order is completed only when your site receives the payment confirmation from Stripe (a webhook).

If an order stays unpaid after the buyer paid, check the Last webhook received date and time in the Jovvie settings, and check your Stripe Dashboard. Do not charge the buyer again. See Sell tickets at the door.

Messages on the Jovvie payment page

If you open a payment page for a payment that is no longer waiting for a card, the page shows one of these messages, along with a Back button:

Message	What it means
Payment completed	The payment already went through. Do not charge again. Click Back to return to your site.
Payment cancelled	The payment request was cancelled. To take the payment, start again from your site.
Something went wrong	The payment has a problem. Check your Stripe Dashboard before you try again.

If you click Process Payment and see Payment has already been processed., the payment is no longer waiting for a card. It may already have gone through. Check your Stripe Dashboard before you charge the customer again.

For other messages, see Checkout payment page errors.

Need help?

Contact Jovvie support.