Possible transaction statuses for ZEN Payment Gateway orders

Question

What does the status of my transaction via ZEN Payment Gateway mean?

Answer

There are several possible transaction statuses when paying for an order using ZEN Payment Gateway in partnering online stores:

  1. New/Waiting for payment – We’re still waiting for payment confirmation from the operator or the transaction was not paid for. If you were not charged, you’re free to retry. Unfinished transactions are considered canceled and we’ll not make any attempts to collect money for them.
    See also: My payment via ZEN Payment Gateway is processing for a long period of time
  2. Processing – The transaction process has started but is not finished yet. This status will also be displayed in case of completed transactions for products or services that aren’t delivered instantly.
  3. Complete – Transaction was successfully processed by ZEN. Merchant will deliver your products soon and should be able to help with order-related questions.
  4. Refunded – Transaction was refunded either on your or the merchant’s request. Money will reach you back soon. Depending on your bank and payment method used, this may take between 3 to 28 business days.
  5. On Hold – The "Hold" status should tell you that your order needs additional verification from our side. Please keep an eye on the email used for the transaction in the meantime for updates.
  6. Rejected/Declined – the payment was declined due to security or payment method limitation reasons. If money was reserved it will be automatically returned by your payment institution during the next settlement period.
    See also: My transaction via ZEN Payment Gateway was declined

Before retrying the payment or placing another order, always make sure about the status of your previous attempt to avoid accidental multiple orders.

Was this article helpful?