Payment Status

Understand how payments work in Mozhe, including payment statuses, handling 3DS authentication, capturing payments, and processing refunds.

Payment Methods

Mozhe supports several payment methods:

Payment Statuses

For Card Payments

Card payments go through several stages:

For Cash on Delivery

Cash orders do not have complex payment statuses:

• Payment is collected by the courier at delivery
• Funds are transferred to your bank account after delivery confirmation

Understanding 3DS Authentication

3D Secure (3DS) is an additional security layer for card payments. When a customer pays by card:

1. Customer enters card details
2. Bank may require 3DS verification (password, SMS code, or app confirmation)
3. Customer completes verification
4. Payment is authorized

Handling 3DS Issues

If a customer reports payment problems:

1. Check the order status - If stuck at "Pending", the customer may not have completed 3DS
2. Advise the customer to:
   • Check their bank app for pending authentication requests
   • Try again with their bank's verification method
   • Contact their bank if issues persist
3. For repeated failures, suggest an alternative payment method

Note: Some banks have strict 3DS requirements. If a customer's bank consistently declines, they may need to use a different card or payment method.

Capturing Payments

For card orders, payment is captured when you approve the order:

Automatic Capture

1. Customer places order and completes payment
2. Funds are authorized (reserved on the card)
3. When you click Approve, funds are captured
4. Money transfers to your account during settlement

Manual Verification

Before approving card orders, you can verify:

• Customer details are accurate
• Items are in stock
• No signs of fraud

Important: Authorized funds are held for a limited time (typically 7-14 days). Approve orders promptly to avoid authorization expiry.

Refunds

Full Refunds

To refund a card payment:

1. Cancel or deny the order
2. The system automatically processes the refund
3. Customer receives funds within 3-10 business days (depends on their bank)

Void vs. Refund

The system automatically chooses the appropriate action based on timing.

Partial Refunds

For partial refunds:

1. Contact Mozhe support with the order details
2. Specify the amount to refund
3. Support will process the partial refund manually

Troubleshooting Payment Issues

Order Stuck at "Pending"

This typically means the customer did not complete payment:

1. Check if the customer received the payment link
2. Contact the customer to complete payment
3. If payment window expired, ask them to place a new order

Payment Declined

Common reasons for declined payments:

• Insufficient funds
• Incorrect card details
• Bank security restrictions
• Card not enabled for online payments

What to do:

1. Inform the customer their payment was declined
2. Suggest they try a different card
3. Recommend contacting their bank if issues persist

Payment Shows "Authorized" But Won't Capture

This can happen if:

• The authorization has expired
• The card has been blocked since authorization
• Bank has placed a hold on the transaction

Resolution:

1. Contact Mozhe support
2. You may need to ask the customer to pay again

3DS Completed But Payment Failed

Sometimes 3DS verification succeeds but the payment still fails:

1. Check if the order status is "Pending" or "Declined"
2. Review the payment metadata for error details
3. The customer may need to try again or use a different card

Wallet Payments

Mozhe supports digital wallets:

Apple Pay

• Available on Safari (macOS/iOS)
• Uses Touch ID or Face ID for authentication
• Payment is captured immediately (no separate authorization)

Google Pay

• Available on Chrome and Android
• Uses device authentication
• Payment is captured immediately

Note: Wallet payments use "Sale" mode, meaning funds are captured at the time of purchase rather than being authorized first.

Best Practices

For Faster Processing

1. Approve orders promptly after verification
2. Ensure your payment integration is properly configured
3. Monitor your orders dashboard regularly

For Reducing Fraud

1. Review high-value orders before approving
2. Check for mismatched billing/shipping addresses
3. Be cautious with rush delivery requests
4. Verify unusual quantities or multiple orders

For Customer Trust

1. Respond quickly to payment inquiries
2. Be transparent about payment timing
3. Process refunds promptly when needed
4. Keep customers informed about payment status

Next Steps

• Order Processing - Complete order lifecycle guide
• Fulfillment and Shipping - Shipping and delivery
• Customer Communication - Keeping customers informed