<aside> 💡 Pending payments can be cleared from the Customer Card on the main SMX website

</aside>

<aside> ⚠️

Note: Navigating back mid-checkout causes "pending" payments to be stuck. Use the Cancel button on the payment screen to safely return to your basket.

</aside>

Payment Initiation

• When a customer begins the checkout process, they are redirected to your payment provider’s secure website to complete their transaction.
• Before this redirection, a pending payment is created in SMX, placing a temporary hold to prevent duplicate payments.

Payment Completion

• Upon successful payment or payment cancellation and return to the PortalX website or app, the pending payment is automatically cleared from SMX.
• If the customer does not return to PortalX, the pending payment must be manually cleared after verifying with the payment provider that no payment was processed.

Going back once the checkout process has started

• If a user exits the payment page or closes their browser without first cancelling the transaction, the payment will remain in a "pending" state and must be manually cleared by the office.
• This often occurs when users attempt to double-check their basket or add items mid-checkout. To avoid a stuck transaction, users must select the "Cancel" option on the payment provider's page before navigating back to the site.

Clearing Pending Payments

• Pending payments can be manually removed in the SMX platform by navigating to
  • Customers → Transactions →
    • “Show Payment Transactions” → “Clear Pending Payment Requests”