Definition:
An order is marked as "Payment Pending" when the payment has not yet been successfully received or reflected in the system.
Customer Communication:
When a customer reaches out:
Your payment is still pending. Kindly wait up to 2 hours for confirmation. We’ll update you as soon as the payment reflects on our system.
If they ask about order status, reiterate:
At the moment, the payment hasn't been confirmed. Once we receive confirmation, we’ll proceed with your order and notify you immediately.
Internal Guidelines:
Allow up to 2 hours for the payment to reflect.
Track the order in the Pending Payment queue.
Do NOT:
Do not assure the customer that:
The order is confirmed
The payment has been received
Do not proceed with processing or dispatching the order until payment confirmation is received.
Tagging: Payment gateway>Pending for confirmation
DTCODE: DT00027