Check payment and fulfill a web order

Quick summary: Review the order and payment separately, release fulfillment under the agreed policy, and keep returns traceable.

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Before you start

You need access to website sales orders and their payment information. Capturing, voiding or refunding a provider transaction requires the relevant permissions and provider support. Agree who authorizes dispatch and whether authorization alone is sufficient or captured payment is required.

Review the order before fulfillment

1. Open the eCommerce orders list and find the order. Check the website, company, customer, invoice and delivery addresses, products, quantities and delivery method. Remove the confirmed filter when looking for an unpaid quotation.
2. Inspect the linked payment transaction, its amount and currency. Do not infer payment from the sales-order status alone: sufficient authorization can already confirm the order.
3. Use the table below to decide the next check. When capture is required, an authorized colleague uses Capture Transaction and waits for a confirmed outcome. Do not retry an unclear payment without first checking the provider result.
4. Release the order only when its payment or approved credit terms meet your company’s dispatch policy. For wire transfers, have accounting verify the receipt before confirming under the agreed process; a customer’s payment instruction is not proof of receipt.
5. Open the linked delivery and follow warehouse delivery. Complete the configured pick/pack/ship steps and validate the actual shipped quantity. If no delivery is expected for a service, follow that service’s fulfillment process.
6. Check the delivered quantity and invoice status on the order. Follow your invoice policy and verify whether an automatic invoice already exists before creating another.

Understand payment states

Transaction state	Meaning and next check
Pending	The final payment result is not confirmed. Check the provider or offline payment process before release.
Authorized	Funds are authorized but not yet captured. Follow the agreed capture and dispatch policy.
Confirmed	The transaction is completed in Odoo. Verify the amount, currency and any subsequent refund; bank settlement may occur later.
Canceled or Error	The attempt did not complete successfully. Investigate before requesting another payment or releasing goods.

The sales order, payment transaction and warehouse delivery each have their own state. Manually confirming an order does not itself collect money.

Handle cancellations and returns

1. Establish whether goods shipped, whether an invoice was posted and whether payment is authorized or completed. Check existing corrections before acting.
2. For unshipped goods, coordinate cancellation of the outstanding delivery. For goods already shipped and returned, process the linked stock return after inspection.
3. Have accounting prepare the required credit note for a posted invoice. A stock return alone does not correct the invoice.
4. For an unused authorization, the authorized colleague can use Void Transaction where supported. For a completed payment, use the supported provider refund process and verify its final result. Do not refund both through Odoo and the provider portal for the same amount.
5. Check all three records: stock movement, invoice/credit note and payment/refund transaction. Inform the customer of the confirmed outcome and outstanding steps.

Result

The order has a documented payment decision, accurate fulfillment and the appropriate invoice. A provider refund, credit note and physical return are separate actions; completing one does not prove the others are complete.