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Send an SMS with the following information:

  • Your name and webshop
  • Description of the problem
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Notes: This service is only for critical situations where your webshop is down or has serious problems. For regular support, please use our normal support channels.

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Pink orders - missing transaction ID

Explanation of what it means when orders are pink and it says 'Missing trans. id'.

Reading time: approx. {eight} minutes
Shopejer

If an order appears with a pink background in your order list, it means the order is missing a transaction ID from the payment gateway.

Rediger ordre-siden i Shoporama-admin med status Sendt, betalingsmetode Betalingskort (dibs), aktiv Betalt-knap, pris, moms, og ordrelabels
The Edit Order page displays the order’s status, payment method, “Paid” button, price, sales tax, and labels. This is where you verify the payment details for a pink order.

What does this mean?

A pink order indicates that the payment was not processed correctly. This may be due to:

  • The customer interrupted the payment —the payment window was closed before the payment went through
  • The payment failed —the card was declined or a technical error occurred
  • Callback not received — the payment gateway did not send the confirmation to Shoporama

What should you do?

  1. Check the payment gateway — log in to QuickPay, ePay, or your gateway and see if the payment is recorded there
  2. Found the payment? — Manually add the transaction ID to the order in Shoporama
  3. Can’t find the payment? — Contact the customer and ask them to pay again, or send a new payment link

Prevent pending orders

  • Make sure your payment gateway’s callback URL is configured correctly
  • Check that your store isn’t blocking callbacks from the gateway
  • Consider enabling automatic cancellation of unpaid orders after a certain period (see guide)

Tip

You can change the background color of orders based on their status. See Change the background color of orders.

Need help? Contact us at support@shoporama.dk.

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