At times a customer's order cannot be confirmed, which means that the order will remain on the shopping cart list, and no order confirmation is sent to the merchant. This may happen under various circumstances, such as if a payment couldn't be confirmed, for instance.

If you notice that an order remains incomplete even though you know that the customer placed the order, you can create an order out of the shopping cart yourself via the admin panel:

  1. In the admin panel, on the Orders > Shopping carts page, open the relevant shopping cart.
  2. Click Create order from cart.

    This converts the shopping cart into an order and redirects you to the order page.

  3. Now is the time to process the order.

    But if the order was incomplete because the payment couldn't be confirmed, make sure that the payments are registered properly in the order.

    For detailed instructions, see the payment service's help article.