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[Buyer Basics] I already paid for my order, why is my order status still "To Pay"?
English | Bahasa Malaysia
Here at Shopee, we strive to provide buyers with a seamless shopping experience. However, you may notice certain issues such as your order being stuck at the "To Pay" tab although you have already made payment. Kindly refer to the information below should you face this issue for the following payment methods:
Online Banking
With regard to the Online Banking payment method, the order and payment should sync within 5 minutes upon successful payment status from your bank.
However, due to technical delays, it may take up to 24 hours for payment to be processed and reflected in your orders successfully. Under such circumstances, we encourage you to "Pay Now" again under the "To Pay" tab. Once payment is successful, the previous failed/delayed payment will be voided.
Alternatively, you may reach out to Customer Service and provide us with your payment proof as shown below for us to resolve your case as soon as possible.
Credit Card / Debit Card
Under normal circumstances, Credit / Debit Card payment should be updated and completed within 3 minutes upon successful checkout using OTP verification code.
However, due to technical issues, your transaction may fail and appear under the "To Pay" tab. Under such circumstances, we encourage you to "Pay Now" again under the "To Pay" tab. Any failed transaction will be refunded to your card within 7 - 14 working days after being processed by the respective bank used.
If your order status is still not updated despite re-attempting, please reach out to Customer Service with your payment receipt for us to assist you.
ShopeePay
Under normal circumstances, ShopeePay payment is usually immediate upon verification and completion.
However, if your transaction fails due to technical reasons, we advise you to "Pay Now" again under the "To Pay" tab.
Alternatively, you may reach out to our Customer Service via the channels at the bottom of the page for further assistance. If you are still facing recurring issues with any of the payment methods, kindly visit our Basic Troubleshooting Guide for more information.
