Payment verification and security

Payment status is not fulfillment status

An order can be created before payment is complete and before anything is prepared or shipped. Review these areas separately:

• Payment status tells you whether money is unpaid, processing, partially paid, paid, failed, refunded, or otherwise needs review.
• Fulfillment status tells you whether the order is unfulfilled, being prepared, ready, shipped, delivered, or completed.
• Order status is the broad operational status your team can update from the Orders workspace.

Do not release an order based on the broad order status alone. Check the payment details and your own payment records.

Card payments

When card payments are enabled and ready, the agent can send the customer a secure card payment page. The payment status can remain processing while the payment provider confirms the transaction. Follow the status shown in Orders before preparing or shipping the order.

If card payment is unavailable, the business may offer bank transfer when that method is configured as a fallback. See Configure customer payment methods.

Bank-transfer receipts

The bank-transfer flow is:

1. The agent shares the account details configured for the business.
2. The customer completes the transfer in their banking app.
3. The customer sends a receipt or payment document in the conversation.
4. Interlinked attaches the receipt to the order and leaves it available for review.
5. Your team checks the actual incoming transaction in the bank account.
6. After confirmation, your team updates the order and proceeds with fulfillment.

A receipt shows what the customer submitted. It is not independent confirmation that the funds arrived.

If the payment does not appear

1. Check whether the transfer is still processing with the bank.
2. Compare the amount and currency with the order details.
3. Ask the customer for clarification through the original conversation.
4. Keep the order pending until the payment is confirmed.
5. Cancel the order if your business decides that the payment will not be completed.

Do not ask the customer to send the same receipt repeatedly when the receipt is already attached and under review.

Practical safeguards

• Keep bank-account details accurate and current.
• Limit access to payment records to the team members who need it.
• Verify transfer payments outside the conversation before fulfillment.
• Keep payment and fulfillment status aligned with what actually happened.
• Do not promise delivery or pickup readiness while payment is unresolved.

Validation note

The exact payment status wording can vary by payment method and provider response. Use the status and amount shown in the current Orders details view as the operational source of truth. Provider-specific behavior should be confirmed in your workspace before publishing a customer-facing screenshot or procedure.