If you can’t find a payment for an order in your online store, first check the order status and the payment method your customer used.
Payments for orders never enter Webador’s system. Depending on the payment method, they’re processed by Stripe, PayPal, or sent directly to you.
The order is marked Pending
A pending order usually means the customer hasn't paid yet, or the payment hasn't been completed successfully.
Stripe (e.g. credit card)
If your customer used a credit card, or another payment method in the Stripe integration, check your Stripe Dashboard to see whether the payment is currently processing. If the payment doesn't appear in your dashboard, contact your customer to find out whether the payment was attempted. In case of an issue, contact Stripe Support.
PayPal
If your customer paid via PayPal, check your PayPal account to see if the payment is currently processing. If you don't see the payment in your account, contact your customer to find out whether the payment was attempted. In case of an issue, visit your local PayPal website and select Contact at the bottom of the page to get in touch with PayPal Support.
Manual payment methods
Manual payments, such as bank transfers, are sent directly from your customer to you. Check your own bank account or payment account to confirm whether the payment has arrived.
If your customer chose a manual payment method, such as bank transfer in advance, they may not have transferred the payment yet, or it may still be processing.
Make sure you've added your bank details in the text box provided at Store > Payment methods, under Manual payment methods. These details are automatically included in the customer's order confirmation. If this information was missing when the customer placed their order, add them for future orders and then contact the customer directly to provide the details so they can transfer the payment.
The order is marked Paid, but I can’t find the payment
If the order is marked Paid, check which payment method was used.
Stripe (e.g. credit card)
If the payment doesn’t appear in your Stripe Dashboard at all, contact Stripe Support. Stripe payments are paid out to the bank account connected to your Stripe account.
For new Stripe accounts, the first payout normally takes 7–14 days. You can check the payment and expected payout date in your Stripe Dashboard.
Read more about Stripe's first payout
PayPal
PayPal payments are processed directly through your PayPal account. PayPal may temporarily hold payments, particularly for new sellers or certain transactions. These holds can last for up to 21 days.
Check your PayPal account for the payment status and any information about a hold.
If the payment doesn’t appear in your PayPal account at all, visit your local PayPal website and select Contact to get in touch with PayPal Support.
Manual payment methods
Manual payments, such as bank transfers, are sent directly from your customer to you. Check your own bank account or payment account to confirm whether the payment has arrived.
If you haven’t received the payment after 5 business days, contact your customer before fulfilling the order to discuss when payment will be made.
Why can’t Webador find the payment?
Webador doesn’t receive or hold payments for online store orders.
- Stripe payments are processed by Stripe.
- PayPal payments are processed by PayPal.
- Manual payments are sent directly from your customer to you.
If a payment has been processed but you can’t find the funds, Stripe, PayPal, or your bank will usually be best placed to help locate it.