When you take credit-card payments through Qondor, the status of each payment is shown next to it in the booking financial details and the customer invoice list. The status reflects the latest information Qondor has from your payment service provider (Stripe, Worldline, Mollie, Nets Easy or Netaxept).
This article walks through the statuses you will see for credit-card payments and what action, if any, you need to take.
WHERE YOU SEE PAYMENT STATUSES
Booking financial details: every booking with a credit-card payment line shows the current status.
Customer invoice list: every customer invoice paid by credit card shows the status next to the form of payment.
Hover the status icon to see any error message attached to a failed payment.
IN PROGRESS
The payment has been started and Qondor is waiting for the payment service provider to confirm the result. This usually clears in seconds, but a slow webhook from the provider can leave it in this state for longer.
What to do:
Wait a minute and refresh the page.
If the status sticks for several minutes, check the payment in your provider's dashboard. If the charge has already succeeded there, contact Qondor support so the status can be reconciled.
PAID
The payment service provider has confirmed the charge. The customer has been charged and the funds are settling into your provider account.
What to do: nothing. The booking or invoice is paid.
REFUNDED
A credit payment was processed back to the customer's card.
What to do: nothing. The matching credit note or credit invoice is generated automatically.
FAILED
The payment service provider rejected the charge or the refund. The most common reasons are:
The card was declined by the card issuer.
The card requires extra authentication that the customer did not complete.
For refunds, the provider account did not have enough balance.
What to do:
Hover the status icon to read the error message from the provider.
Ask the customer to retry with another card, or pick a different form of payment.
For refund failures, check your provider account balance and try again from Qondor once funds are available.
PAID AND PROCESSED, REFUNDED AND PROCESSED
The payment is paid or refunded, and Qondor has also synced the corresponding invoice or credit note to your finance system through the Invoice API (for example to Xero, Tripletex or Fortnox).
What to do: nothing. The payment is complete on both sides.
EXTERNAL PROCESSING FAILED
Qondor could not push the invoice to your finance system through the Invoice API. The payment itself may still have been taken successfully by the payment service provider, but the accounting record did not sync.
What to do:
Check the error message on the payment.
Resolve the underlying issue in your finance system. The fix usually involves correcting customer details, a missing account code, or a duplicate reference.
Once the source data is fixed, contact Qondor support to retry the external processing.
💡 "External processing" is the link between Qondor and your accounting system. It is separate from the actual card payment flow with your payment service provider.
WHEN TO CONTACT SUPPORT
Get in touch with Qondor support if:
A payment is stuck in "in progress" for more than a few minutes and your provider dashboard shows it as completed.
A payment shows "failed" but the customer's card statement and your provider dashboard show a successful charge.
"External processing failed" cannot be cleared after fixing the underlying issue.
For all other cases, the error message attached to the status is the best starting point.
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📩 Get in touch if you have any questions about payments or statuses.