Order payments

This page covers what the customer has paid for an order, what is still due, and what you have given back. Payments are recorded on the order. They are tracked separately from the order's status: an order can be shipped and unpaid, or paid and still new.

Where to find it: open an order from Sales → Orders → Order list. The Payment card on the Order tab shows the current state. To record a payment or a refund, click Edit and use the Payments and refunds card.

When you'll use it

• A customer paid a deposit, the rest, or the whole amount.
• You gave money back and want the order to show it.
• The order's value changed after payment, and the customer is owed a refund.
• You want to leave a note about a payment without recording any money.
• A payment was recorded by mistake and has to be removed.

Key concepts

Figure	Meaning
Amount due	What the customer owes. It is always the order's total, delivery included. It changes when you edit the items, the delivery cost or the discount.
Amount paid	Everything paid, less everything refunded.
Payment status	Worked out from the two figures above. You never set it by hand.

Payment status	When
Pending	Nothing is paid and something is due
Partially paid	Something is paid, but less than is due
Paid	Exactly the amount due is paid. An order worth zero with nothing paid is also Paid
Overpaid	More than the amount due is paid
Partially refunded	A refund was recorded from a claim or return, or reported by a marketplace, and part of the money is still with you
Refunded	A refund was recorded from a claim or return, or reported by a marketplace, and nothing paid is left
Cancelled	Arrives only with an order imported from a shop or marketplace

On the order list, Partially refunded is shortened to Part. refund.

Complaia only records money. It does not take money from the customer or send it back. You do that at your bank or payment provider, and then record it here.

Payment method and cash on delivery are two separate settings. The method is a label. See Payment methods. The Cash on delivery switch is what makes a shipment collect money. See Cash on delivery.

Cash-on-delivery payments are recorded for you. When a shipment sent as cash on delivery (COD) is delivered, Complaia adds the collected amount to the order as a payment.

• Complaia does not wait for the carrier to transfer the money to you. The delivery alone adds the payment.
• The entry's note says that it is a cash-on-delivery payment and names the shipment. When your own driver collected the cash, the note also names the person who confirmed it.
• The note is written in your company's language, not in the language of the person reading it.
• If the customer later sends the goods back, nothing is undone automatically. Record the refund yourself.

A connected shop can be in charge of the payment. On an integration, you choose which system sets the payment of its orders. When the shop sets it, Complaia takes the paid amount from the shop. If you then record a payment or a refund by hand, or remove a payment, the order is detached from the shop's payments. From then on, payment changes in the shop no longer reach this order. Complaia asks you before it does this. A note without an amount does not detach anything. See Integrations.

The screen

On the order page, the Payment card shows:

• the payment status, as a badge in the card's header;
• Method, Cash on delivery (when it is on), Amount due, Amount paid, Transaction ID and Payment date;
• a notice when the order was detached from a shop's payments, with the date;
• Payment and refund history, newest first. Each entry shows the amount, who recorded it (or Automatically), when, and the note. Refunds have a minus sign and a Refund tag.

On the edit form, the Payments and refunds card has:

Element	What it does
Payment method	Changes the order's payment method
Cash on delivery	Yes or No
Payment and refund history	The same list, with a bin icon on each payment and refund
Payment / Refund switch	Chooses what the new entry is. The heading changes to New payment or New refund to customer
New payment amount / Refund amount	The amount. The hint underneath shows how much is paid out of the amount due
Transaction ID	Optional reference from your bank or payment provider
Note	Optional, for example 50% prepayment

When a shop sets the payment of this order, a notice at the top of the card says so.

Nothing on this card takes effect until you click Save changes.

📷 Screenshot to add: the Payments and refunds card on the order edit form, with one payment in the history and the New payment fields filled in

Common tasks

Record a payment

1. Open the order and click Edit.
2. In Payments and refunds, leave the switch on Payment.
3. Type the amount in New payment amount. It can be any part of the amount due.
4. Optionally add a Transaction ID and a Note.
5. Click Save changes. A window lists the new payment. Confirm with Save changes.

The entry appears in the history, Amount paid goes up and the payment status is worked out again. If the payment takes the order above the amount due, you see The payment amount exceeds the amount due. The overpayment will be recorded. The order then becomes Overpaid.

On the New order form you can record the first payment straight away. In Initial payment and discount, choose Paid (the full total), Other amount or Unpaid.

Record a refund

1. Open the order and click Edit.
2. In Payments and refunds, switch to Refund.
3. Type the Refund amount and a Note that says why.
4. Click Save changes and confirm.

The refund is added to the history with a minus sign and lowers Amount paid. The status is then worked out from what is left. A partial refund usually gives Partially paid, and a full refund gives Pending.

Sometimes the customer has paid more than the order is worth, for example because an item was removed after payment. The card then says that the customer paid more than the current order value, with the amount to give back. Click Fill in refund to put that amount in the form, then click Save changes.

A refund for a complaint or for returned goods is better recorded from the claim or return. The case keeps the reason, and the order's payment status becomes Partially refunded or Refunded.

Add a note to the payment history

1. On the edit form, leave the amount empty.
2. Type the text in Note.
3. Click Save changes.

The note is saved as an entry of its own, with no amount. Notes cannot be deleted later.

Remove a payment or refund entered by mistake

1. Open the order and click Edit.
2. In Payment and refund history, click the bin icon on the entry. The entry is marked to delete. Click the icon again to change your mind.
3. Click Save changes. The window lists the entry that will be removed. Confirm.

Amount paid and the payment status are worked out again without that entry.

Change the payment method

1. Open the order and click Edit.
2. Choose another Payment method.
3. Click Save changes.

When it doesn't work

What you see	Why	What to do
The order was created as Paid although nobody paid	The New order form starts on Paid	On a new order, choose Unpaid before you create it. On an existing order, remove the entry. See above
The payment amount exceeds the amount due. The overpayment will be recorded.	The payments add up to more than the order's total	If it is a typing mistake, correct the amount. If the customer really overpaid, save and record a refund later
A paid order turned Partially paid after an edit	The total went up, for example through a new item, a higher delivery cost or a smaller discount	Record the missing amount, or correct the order
A paid order turned Overpaid after an edit	The total went down	Use Fill in refund and give the difference back
The payment amount must be a number equal to or greater than zero.	The amount is negative or not a number	Type a positive amount. For money going back, use the Refund switch
There is no bin icon on an entry	It is a note, and notes are permanent	Add another note that corrects it
The save window says the order will be detached from a shop's payments	That shop sets the payment of this order. A manual payment, refund or removal ends this	Confirm if you want to manage the payment in Complaia from now on. Otherwise click Cancel and change the payment in the shop
A payment appeared that nobody entered, with a cash-on-delivery note	A cash-on-delivery shipment for this order was delivered, and Complaia recorded the collected amount	Nothing to do. When the carrier's transfer arrives, do not record it a second time
A note in the history is in another language than your interface	Automatic notes, for example for cash on delivery or for a refund from a claim, are written in your company's language	Nothing to do
A manual refund did not give the status Refunded	Only a refund from a claim or return, or one reported by a marketplace, sets Partially refunded or Refunded	Nothing to fix. After a manual refund, the status shows what is still paid
An order that showed Refunded now shows Pending or Partially paid	After the refund, someone changed the items, the delivery cost or the discount, or saved another payment entry. The status was then worked out again from the amounts	Nothing to fix. The refund is still in the history

Permissions

To do this	You need
See an order's payment card and history	Orders: View
Record payments and refunds, delete entries, change the payment method	Orders: Edit
Record a refund from a claim or return	Claims & returns: Resolution

Related

• The order record — how the amount due is calculated
• Payment methods — the list the method is chosen from
• Claims & returns — refunds that belong to a complaint or to returned goods
• Invoice payments — invoices track payment separately
• Orders