Payment Success but Order Not Visible in GoKwik Dashboard

Scenario

• All X payments were successfully completed at the payment gateway level.
• The payment status for all transactions is marked as successful.
• However, when we check the GoKwik order dashboard for this user, only Y prepaid order transactions are being reflected.

? Overview

In some cases, merchants may observe that:

• Payments are marked as successful at the gateway level, but
• Corresponding orders are not visible or fewer orders appear in the GoKwik dashboard

This is usually not a system issue and is expected behavior based on GoKwik’s internal logic.

? Common Scenarios & Root Causes

1️⃣ Duplicate Transaction Handling

? Scenario:

• Multiple payment attempts are made within a short time frame (e.g., within 30–60 seconds)

⚙️ System Behavior:

• GoKwik identifies this as a duplicate order attempt
• One transaction is:
  • ❌ Automatically cancelled
  • ? Auto-refunded

✅ Outcome:

• Only one valid order is retained
• Duplicate transaction does not appear as a confirmed order

2️⃣ Platform-Level Order Cancellation

? Scenario:

• Order is cancelled from the platform (e.g., WooCommerce/Shopify)

Possible Reasons:

• User cancels order within allowed time window
• Order cancelled before shipment

⚙️ System Behavior:

• Order status is marked as “Cancelled”
• Payment is:
  • ? Automatically refunded

✅ Outcome:

• Cancelled order is not counted as a confirmed order in GoKwik dashboard

? Why Fewer Orders Are Visible

Even if multiple payments are successful:

• Duplicate transactions → auto-refunded
• Cancelled orders → auto-refunded

? Therefore, only valid and active orders are shown in the GoKwik dashboard

?️ How to Verify in GoKwik Dashboard

Follow these steps:

Step 1: Check Transactions Tab

• Navigate to GoKwik Dashboard → Payments → Transactions
• Search using:
  • Transaction ID / Payment ID / Customer Phone

Step 2: Review Transaction Status

Look for:

• ✅ Success → Valid transaction
• ? Auto-refunded → Duplicate or replaced transaction

Step 3: Check Status Description

Hover or view the status description, which clearly indicates:

• “Auto refunded as another successful transaction was completed”
• “Duplicate transaction detected”

Step 4: Cross-check Orders Tab

• Navigate to Orders section
• Verify:
  • Order status (Confirmed / Cancelled)
  • Payment status

? Key Notes

• GoKwik ensures only one successful order per transaction flow
• Duplicate or cancelled orders are automatically handled and refunded
• This behavior prevents:
  • Duplicate order creation
  • Payment inconsistencies

? Best Practices for Merchants

• Avoid multiple rapid payment attempts for the same order
• Always check:
  • Transaction status
  • Status description
• Verify platform order status before raising a query

✅ Conclusion

This behavior is expected and by design.

No system discrepancy is involved when:

• Duplicate transactions are auto-refunded
• Cancelled orders are not shown as confirmed