This article discusses how a member can troubleshoot their order or payment.
Finding an Order Status
Members can look up their membership status and the next renewal day by visiting their member dashboard. Selecting the order status will link to their Order History.
Past Purchases
To look up all past purchases, members can select Your Purchases from their member dashboard menu.
This screen will display a member's Payment Method, if stored, and Order History.
Order ID is formatted with the instance's abbreviation, year, and order number (e.g. XYZYY1234).
Date is when the order was first created.
Status is the status of the order.
Payment is the status of the payment.
Total is the total amount collected, including any surcharges.
Receipt will open the payment receipt in a new web browser tab.
Payment Troubleshooting
If the payment failed, it is possible information was mistyped. Please try again, making sure to double-check and confirm the correct information in each field.
If the payment fails again, there may be an issue with the payment method. Please try another form of payment or payment method altogether.
If you paid via ACH bank transfer, the payment will take 4-6 business days to process. Please see your email inbox for the required next steps.
If the payment is canceled the entire renewal process must be restarted. As a security measure, we discard interrupted checkout sessions.
Order Troubleshooting
Pending
If the order status reads pending, it may mean the following:
The payment method was entered in fully
The payment method was never captured successfully
Processing
If the order status reads processing, it may mean the following:
The payment status is pending or actions are required (e.g. verify microdeposits in bank account)
The payment hasn't been fulfilled yet by the instance admin.
Completed
If the order status reads completed, it may mean the following:
If purchasing a virtual product, such as a membership or subscription, the payment was successful.
If purchasing a physical product, the instance admin manually set this status when they fulfilled the order.
Canceled
If the order status reads canceled, it may mean the following:
The payment capture process didn't successfully initiate.
The payment capture process was abandoned more than 24 hours ago.
Refunded
If the order status reads refunded, it means the instance admin manually set this status and refunded payment (hopefully). Please contact them directly with questions.
Confirmation Emails
There are 2 types of confirmation emails a member might receive during their order:
A payment succeeded status email receipt is sent from Stripe, the payment processor, to the member directly upon payment/charge status of succeeded. For ACH bank transfers, this will be delayed until the payment transfer is successful.
An order completed status email confirmations are sent from NPressive to the member when an order is marked as completed.