When managing transactions, occasional issues can arise, even with a reliable payment system like PayNow. One common issue is when a PayNow transaction is marked as incomplete despite a successful payment. We understand this can be frustrating, but rest assured, we have a simple process to help resolve it quickly. 
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If your PayNow transaction appears incomplete, the first step is to provide us with proof of payment and their email address. This documentation allows us to identify the order and verify the transaction. Please ensure the proof of payment includes the transaction ID and the amount paid.
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This issue is a known limitation related to our payment processor, Stripe. Occasionally, technical glitches can occur that might result in transactions being marked incorrectly.

In many cases, this problem arises due to multiple QR codes being generated for the same transaction. When customers reach the Stripe payment, they click Pay to generate a QR code. The customer then saves this QR code for payment, but they also go back to the previous page and they may click Pay again, generating a new QR code.
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That makes the previous QR code invalid but they still use it to make the payment. This will collect the amount from their account, but that will not mark their order as paid.
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In this screenshot, you will see a sample of multiple generated QR codes on a customer's checkout log. They will appear as 200 OK entries.
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Your customers can expect an automatic refund to be processed within 24 hours. This refund will be issued to the same payment method used for the original transaction. Please feel free to contact us if you need assistance with a follow-up on the refund.

Once their refund is processed, they can proceed by submitting a new order. Please ensure to use the latest QR code provided to ensure that the payment is properly recorded and the order is completed without any issues.
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