Fixing Payment Status Mismatches
Overview
Sometimes a payment may show as “failed” or “abandoned” in your backoffice even though the customer actually paid successfully. This can happen for a few reasons:
- Network issues during payment: The customer’s internet connection dropped after paying but before the payment confirmation reached your backoffice.
- Delayed UPI payments: With Indian payment gateways like Razorpay, customers using UPI can complete a payment well after it was initiated — sometimes minutes or even hours later. By then, the backoffice may have already marked the payment as abandoned.
- Gateway processing delays: The payment gateway may take longer than expected to confirm the transaction.
When this happens, you now have two ways to correct the payment status directly from your backoffice — without needing to contact support.
Re-sync with Payment Gateway
If a payment was made through an online payment gateway and the status looks incorrect, you can check the actual status directly with the gateway and update your records.
- Go to Bookings and open the booking with the payment issue.
- Under Payments, click on the payment that shows the wrong status.
- Click the Re-sync with payment gateway button.
The system will check the payment’s actual status with the gateway. If the gateway confirms the payment was captured, the status in your backoffice will be updated to successful automatically.
The re-sync feature currently works with Razorpay. For other payment gateways, use the “Mark as successful” option described below.
Manually Mark a Payment as Successful
For payments collected outside of an online gateway — such as bank transfers (NEFT/IMPS), cheques, or cash — you can manually update the payment status.
- Go to Bookings and open the relevant booking.
- Under Payments, click on the payment you want to update.
- Click Mark as successful.
Only use this for payments you have independently verified as received. Marking a payment as successful does not trigger any actual money transfer — it only updates the record in your backoffice.