Order, subscription and project statuses
What each status shown in the dashboard means for orders, payment attempts, subscriptions, abandoned checkouts and the store itself.
Each table below gives the name exactly as the dashboard shows it, what it means and what you can do from there. Order and subscription statuses come from the payment provider and change on their own when it notifies Vipter through the webhook.
Orders
The order status shows in SalesTransactions and at the top of each order's page. The list's status filter uses the same names.
| Status | What it means | What you can do |
|---|---|---|
| Pending | The order exists, but the payment hasn't been confirmed yet. This is the case for a PIX (Brazil's instant payment) generated and not paid, or a card under review at the provider. | Wait for confirmation. If the payment was made outside the checkout, a team member can mark the order as paid with Change status. |
| Pre-authorized | The amount was held on the buyer's card but not charged yet. | Capture charges the held amount. Void releases the hold without charging. |
| Paid | The payment was approved. The order grants access, downloads, e-mails, invoice and integrations, and counts toward the plan's quota. | Refund returns all or part of the amount. |
| Failed | The provider declined the payment. The reason shows in the order's Payment attempts card. | Nothing on the order. The buyer can try again on the checkout. See decline reasons. |
| Canceled | The order was canceled before being paid, by the provider or by a team member. | If the buyer paid another way, you can mark it as paid with Change status. |
| Refund pending | The refund was requested and the provider hasn't confirmed it yet. | Wait. The status changes on its own when the provider completes the refund. |
| Partially refunded | Part of the amount was returned to the buyer. | Refund returns the rest. |
| Refunded | The full amount was returned. The order's access and downloads are ended. | Nothing. It is a final status. |
| Charged back | The buyer disputed the purchase with their card's bank and the amount was returned to them (chargeback). | Respond to the dispute in the provider's dashboard. Vipter has no disputes screen. |
Refunding, capturing and voiding are Admin and Owner actions. See refund, capture and void. Refunds and chargebacks don't give plan quota back.
Manual status
When the payment is settled outside the checkout, for example a PIX straight to the store's account, the team can change the order status with the Change status button. The options are:
- Paid (outside the platform), for Pending, Failed or Canceled orders.
- Canceled, for Pending or Failed orders.
- Refunded (outside the platform), only for an order the team had already marked as paid.
The order gets the Manual badge, and the page also shows the Provider status. Subscription orders, orders already paid through the provider and pre-authorized orders don't accept a manual status. If the provider later approves an order the team marked as paid, the page warns Possible duplicate payment. See change the status manually.
Other history statuses
The order's Status history card records each change and can show three statuses that don't appear in the list filter:
| Status | What it means |
|---|---|
| Capture pending | The payment was approved and the charge of the held amount is in progress at the provider. |
| Voided | A pre-authorization was voided and nothing was charged. |
| Expired | The time to pay ran out, such as a PIX code that expired unpaid. |
Payment attempts
On the order page, the Payment attempts card has one row for each time a payment account was called, including the fallback accounts in the payment flows. The Provider response column uses these names:
| Response | What it means |
|---|---|
| Authorized | The provider approved the card. |
| PIX issued | The PIX code was generated. The order stays pending until the buyer pays. |
| Boleto issued | The boleto (Brazilian bank payment slip) was generated. The order stays pending until the buyer pays. |
| Pending | The provider hasn't responded yet. |
| Declined | The provider declined. The code and message are in the Error column. |
| Error | The call failed before the provider decided, due to a communication or configuration error. |
A row marked Fallback is a fallback account trying after the previous one declined. Each row is the provider's answer to one call from the payments platform, including fallbacks and retries. It is not the payment itself: an issued PIX or boleto stays pending until the buyer pays; the order status above says whether it was paid.
Subscriptions
The status shows in SalesSubscriptions, on each subscription's page and in the customer portal.
| Status | What it means | What you can do |
|---|---|---|
| Trialing | The subscription is in the offer's trial period. The first charge happens when the trial ends. | Change plan or Cancel subscription. |
| Active | The subscription is up to date and renews on the next cycle. | Pause, Change plan, Cancel subscription or an extra charge on the saved card. |
| Dunning | The renewal charge failed and the provider is trying again. The page shows Dunning since and the Next retry. | Ask the customer to update the card in the customer portal, or Cancel subscription. |
| Paused | Charging is stopped until someone resumes it. | Resume. |
| Cancelled | The subscription was canceled and no longer charges. | Reactivate. The customer is charged again in the cycle. |
| Expired | The subscription ended without being canceled, for example on reaching the offer's Cycle limit. | Reactivate. |
A subscription with a scheduled cancellation keeps its current status and shows Cancels at period end until the cycle ends. See subscriptions and pause, cancel, reactivate and change plans.
Abandoned checkouts
In SalesTransactionsAbandoned checkouts, each record has one of these statuses:
| Status | What it means |
|---|---|
| Abandoned | The buyer filled in their contact details, didn't try to pay and went inactive. |
| Recovered | The buyer paid after receiving the recovery e-mail. |
| Bought on their own | The buyer came back and paid before the recovery e-mail went out. |
| E-mail not sent | The recovery e-mail didn't go out: Already bought this product, Already has an active subscription or Team e-mail. |
| Lapsed | The 7-day recovery window passed without a purchase. |
See abandoned checkouts.
Store status
The project status shows in a banner at the top of the dashboard whenever it isn't Active. The links the banner shows only appear for Admin and Owner.
| Status | Banner at the top of the dashboard | What works |
|---|---|---|
| Provisioning | Your merchant account is being provisioned. Some actions are disabled until it completes. | The dashboard opens, but products and sales are blocked. Without a paid plan, the banner has the Choose a plan link. |
| Active | None | Everything. |
| Past due | There is a payment issue with your Vipter plan. Creating new items is paused until it is resolved. | The checkout keeps selling, but the dashboard doesn't create new items. It happens when the plan's monthly fee or an overage charge is declined, or when the plan subscription is paused. |
| Suspended | This project is suspended. The dashboard is read-only and checkout links are disabled. | Nothing new: the dashboard is read-only for every role and the payment links stop working. It happens when the account no longer has an active plan, for example after a cancellation. |
| Provisioning failed | Provisioning failed. Our team has been notified; you can retry from Settings. | The same as during activation. See activate the account. |
Three banners can appear along with the status:
- You have used 20 of the 25 orders in this cycle. Appears once you pass 80% of the cycle's quota.
- 12 orders above the quota in this cycle. The overage is charged every 50 orders. Appears once you pass the quota. See limits by plan.
- Selling is paused: an overage charge is open. Update the card to sell again. Appears when the overage charge was declined on every attempt. The checkout refuses new sales until the account is paid, and the store becomes Past due.
The demo store also shows Demo store: historical data is fictitious and no charge is real. Payment actions are disabled on sample records.
What to do next
- Find out why a payment was declined in payment decline reasons.
- See what each plan allows in limits by plan.
- Read each card on an order's page in order details.