Messages and symptoms: “This invoice has no recorded charge to refund yet.”

Cause: Because the amount did not match, Point of Sale did not record the payment on the order. A refund in the register cannot reach the customer’s card for this order. Fix: Do not try the refund in the register again. Check the payment in your Stripe Dashboard. Contact Jovvie support before you refund or charge the customer.

Stripe invoice paid but Jovvie Point of Sale order is on hold

Q: Messages and symptoms: “Paid for a different amount. The order was placed on hold for review.”

Cause: The customer paid the invoice, but the amount or currency they paid does not match the order total. This can happen when the order was changed after the invoice was sent and the payment link could not be updated to the new total. Point of Sale does not mark the order as paid. It puts the order on hold so someone can review it. Fix: Do not click Resend on this invoice. Do not take another payment for this order. Find the order in the Orders panel. See Find and view orders. Click the three-dot button at the end of the order’s row. Click Order Details. Under Order Notes, click Internal Notes to show the notes. Find the note starting with Invoice paid for. It shows the amount paid and the amount the order expects. Find the payment in your Stripe Dashboard and confirm the amount the customer paid. Contact Jovvie support with the order number and both amounts, and decide together how to settle the difference.

Q: Messages and symptoms: The order is on hold with a note starting with “Invoice paid for”

Cause: Point of Sale checked the invoice payment and found that the customer paid a different amount or currency than the order expects. The check runs when the payment arrives, so you can see this without clicking Check status. Fix: Follow the steps in “Paid for a different amount. The order was placed on hold for review.”. The amounts in this note are shown in the smallest unit of the currency. For example, 1050 USD means 10.50 US dollars.

Q: Messages and symptoms: The invoice window still says the order is pending

Cause: The order is not marked as paid, because the amount did not match. The invoice window treats unpaid orders as still waiting for payment. Fix: Go by the order status and the order notes, not the invoice window. Do not resend the invoice. Follow the steps in “Paid for a different amount. The order was placed on hold for review.”.

This page explains what to do when a customer paid a Stripe invoice in Jovvie Point of Sale but the order is on hold because the amount or currency did not match. Read it before you resend the invoice or take another payment.

Messages and symptoms

“Paid for a different amount. The order was placed on hold for review.”

Symptom: You click Check status on an invoice and see this message. The order now has the status On hold.

Cause: The customer paid the invoice, but the amount or currency they paid does not match the order total. This can happen when the order was changed after the invoice was sent and the payment link could not be updated to the new total. Point of Sale does not mark the order as paid. It puts the order on hold so someone can review it.

Fix:

Do not click Resend on this invoice.
Do not take another payment for this order.
Find the order in the Orders panel. See Find and view orders.
Click the three-dot button at the end of the order’s row.
Click Order Details.
Under Order Notes, click Internal Notes to show the notes.
Find the note starting with Invoice paid for. It shows the amount paid and the amount the order expects.
Find the payment in your Stripe Dashboard and confirm the amount the customer paid.
Contact Jovvie support with the order number and both amounts, and decide together how to settle the difference.

The order is on hold with a note starting with “Invoice paid for”

Symptom: An invoice order changed to On hold on its own. The order notes include a message starting with Invoice paid for that ends with Review before fulfilling.

Cause: Point of Sale checked the invoice payment and found that the customer paid a different amount or currency than the order expects. The check runs when the payment arrives, so you can see this without clicking Check status.

Fix: Follow the steps in “Paid for a different amount. The order was placed on hold for review.”.

The amounts in this note are shown in the smallest unit of the currency. For example, 1050 USD means 10.50 US dollars.

The invoice window still says the order is pending

Symptom: The order is On hold because of a different amount, but the invoice window still shows the order as pending until the customer pays.

Cause: The order is not marked as paid, because the amount did not match. The invoice window treats unpaid orders as still waiting for payment.

Fix: Go by the order status and the order notes, not the invoice window. Do not resend the invoice. Follow the steps in “Paid for a different amount. The order was placed on hold for review.”.

“This invoice has no recorded charge to refund yet.”

Symptom: You try to refund an invoice order that is on hold for a different amount, and you see this message.

Cause: Because the amount did not match, Point of Sale did not record the payment on the order. A refund in the register cannot reach the customer’s card for this order.

Fix:

Do not try the refund in the register again.
Check the payment in your Stripe Dashboard.
Contact Jovvie support before you refund or charge the customer.

Still need help?

When you contact support, tell them the order number, the amount on the order, the amount the customer paid, and when the invoice was paid.

Contact Jovvie support.