An approved request says Awaiting payment
The card hold had lapsed by the time you approved, and the saved card was declined. The buyer got an email with a link to pay.
A paid request holds the buyer's card at checkout instead of charging it. Approving captures that hold. A hold doesn't last forever, so when you approve after it lapsed, Ovante charges the card the buyer saved at checkout. If that charge is declined, the order becomes Awaiting payment and Ovante emails the buyer a link to pay. It holds no seat while it waits.
Fix it
- 1In the event, open Guests → Orders, pick Needs review and open the order. Its status card says their card didn't go through and that they were emailed a link to pay.
- 2Ask the buyer to pay from that email, or from the Pay button on their ticket page.
- 3When they pay, the order turns Paid and the tickets are theirs. Ovante checks the seats again at that moment.
If the buyer doesn't pay in time, the request expires and moves to Declined.
- When
- You approve a paid request
- Then
- Ovante captures the hold, or charges the saved card if the hold has run out. If that charge fails, the order becomes Awaiting payment and the buyer gets a link to pay, even if you chose not to email them.
Not this?
- An order the buyer chose to pay by check, Zelle or another offline method also says Awaiting payment, with the amount due and Mark as paid. See Mark a pay-later order as paid.
- Approve is refused: see Approve is refused.
- The request is gone: see A request disappeared.
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Related
How paid requests are chargedA paid request holds the buyer's card at checkout and charges it only when you approve. If the hold has lapsed, Ovante charges the card the buyer saved; if that fails, the buyer gets a link to pay.Review requestsAn order holding a ticket that needs approval is a request. Approve or decline the whole order from its drawer or in bulk, and choose whether to email the buyer.Pay for an approved requestThe organizer approved you, but your card couldn't be charged. Tap the Pay button in your email or on your ticket page to pay and get your tickets.