When you pay for an order using the ZEN Payment Gateway, your transaction can have different statuses. Each one tells you what’s happening with your payment and what you can expect next.
Information
This article explains transaction statuses for payments made via the ZEN E-Commerce Payment Gateway.
To learn how to check the status of a transaction in the ZEN.COM app, see this article.
Transaction statuses explained
Below are the possible statuses you may see when paying in a cooperating online store.
New (Waiting for payment)
Your payment hasn’t been confirmed yet, or the transaction wasn’t paid for.
If no money was taken, you can safely try again. Unfinished transactions are treated as canceled, and no further attempts to collect funds will be made.
Processing
Your payment is being processed, but it isn’t finished yet.
If this status lasts longer than expected, learn what may cause delays here.
Complete
Your payment was successfully processed.
The merchant should now deliver your order and can help with any questions related to the product or shipping.
Refunded
The transaction was refunded, either at your request or the merchant’s.
The money is sent back using the same payment method you used to pay. Depending on your bank or payment provider, this may take from 3 to 28 business days.
On hold
Your order needs additional verification.
Check the email address you used for the transaction. If anything is needed from you, you’ll receive updates there.
Declined (Rejected)
The payment was declined due to security checks or payment method limits.
If your bank temporarily held the funds, they’ll be automatically released during the next settlement period.
To learn more about declined payments, see this article.
Before you try again
Before retrying a payment or placing a new order, always check the status of your previous attempt. This helps avoid accidental duplicate payments or multiple orders.