What is Retry Pending Payment?
Retry Pending Payment is a feature that allows merchants to retry the payment process for QRIS transactions that are in Pending status, without having to create a new order.
This feature is available through the Save For Later button and is used when the customer’s payment was actually successful, but the system has not yet received the payment confirmation.
1. Definitions
Pending Payment: A transaction status where the payment has not been successfully confirmed (for example due to network issues, timeout, or callback failure).
Retry Pending Payment: A feature to retry the payment process for transactions that are still in pending status without creating a new order.
Merchant: Store owner or iSeller POS user.
2. Prerequisites (Pre-condition)
Before performing Retry Pending Payment, please ensure that:
The payment has already been successfully made by the customer (funds have been deducted).
The order has not been automatically created in the system.
The merchant has confirmed with the customer that the payment was successful.
3. Workflow
A. Initial Setup
Enable the feature in the POS by navigating to:
Settings → General → Checkout → Enable manual retry for pending QR Payments
B. Retry Payment Process
Click the Save For Later button on the QR payment screen.
The Save For Later button will appear within 30 seconds after the QR code is generated.
Enter the customer’s phone number and upload a valid payment proof, then click Continue.
Note:
If the phone number is invalid or no payment proof is uploaded, the Continue button cannot be selected.Open the menu in the top-right corner, then select Pending Payments.
Select the transaction you want to retry, then click Retry Payment.
C. Retry Payment Result
Retry Successful
Transaction status changes to Paid / Completed
The transaction is automatically recorded in the Orders menu
Process is completed
Retry Failed
A notification “Transaction Not Found” will appear
E. Further Actions (If Retry Fails Repeatedly)
If the retry payment has been attempted but continues to fail, the merchant may report the issue via iSeller Live Chat by attaching the payment proof that was previously captured. To view the uploaded payment proof, go to the Attachments menu located in the top-right corner.
When reporting the issue via Live Chat, please include a screenshot of the payment proof along with the following information:
Account Name / Event Name:
Outlet / Tenant Name:
Transaction Amount:
Transaction Date and Time:
Purchased Items:
4. User Access & Permission Control
If the retry payment fails and the merchant does not have valid payment proof, the pending payment record may be deleted.
Deleting pending payment records can only be performed by users who have been granted Delete Pending Order access in the POS permission settings.
5. Risks & Mitigation
Risk | Mitigation |
Retry payment fails | Report to Live Chat with valid payment proof |
Unauthorized deletion of pending payments | Restrict access based on user roles |
Human error | Follow SOP and checklist before retrying |
Unable to close register shift | All pending payment transactions must be resolved first |
6. Important Notes
Retry Payment is not a replacement for the refund process.
Do not perform retry if there is an indication that the funds have not been successfully deducted.
Ensure the minimum application version is iSeller POS v2.817.
This feature is only available on iSeller Retail and iSeller Express applications.
7. Merchant FAQ – Retry Pending Payment
Q1: What is Pending Payment?
A: Pending Payment is a condition where the payment has not been successfully confirmed due to issues such as unstable internet connection or transaction timeout.
Q2: Is it safe to perform Retry Payment?
A: Yes, as long as the order has not been automatically created and the customer has proven that the payment was successfully made.
Q3: When should I click Retry Payment?
A: When the customer has provided valid proof that the payment was successful, but the order has not been automatically created in the system.