In some cases, PayPal will mark a payment as ‘PENDING_REVIEW’ within your PayPal portal. This often happens when PayPal deem the payment as potential fraudulent or they require additional checks to be carried out on the customer's PayPal account. 

In most cases, these PENDING_REVIEW payments will clear within your PayPal account within 24 hours. As such, we still allow orders which are placed on the eCommerce website to download to CloudPOS once the payment has been marked as pending. 

It is important that you, as the retailer, ensure that the appropriate checks are carried out before any orders are despatched where the payment is pending in PayPal - we strongly recommend that no goods are shipped to a customer until a payment has been received. 

How can I tell if a payment is PENDING_REVIEW?

When an PayPal order downloads to CloudPOS following a successful website payment, you will find a comment on the order. This comment can be seen in the Point of Sale when recalling the order and also on the order confirmation email which is received. 

How should I handle a Pending order?

As above, we strongly recommend that you do not ship any goods to your customers until you have successfully received the funds. This will involve checking your PayPal account to confirm receipt of the funds. 

Within CloudPOS, you may wish to update the status of the Work Order to ‘On Hold’, to ensure that all other colleagues are aware that this order should not be processed. You can update the status of the order by clicking the ‘Edit Order Details’ button in the top right hand side of the screen capture above. 

What happens if the payment is declined?

If the customer's payment is eventually declined, you will need to cancel the order. You can do so by selecting ‘Actions’ in the Point of Sale, followed by ‘Remove all items and tender’. 

And if the payment is successful?

If the payment is successfully captured, you are safe to go ahead and despatch the order to the customer. 

If you are unsure of any transactions or orders which are downloaded to CloudPOS, the Support Team are on hand to answer any questions and guide you in the right direction.