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# A payment did not change the order's status

Every order has two statuses. **Payment** follows the documents on the order, and **Fulfillment** follows the requests on it. If a payment did not change the status you expected, open the order in **Sales › Orders** and look at its **History**, which shows what changed, when, and whether a person or Zendo made the change.

## The client paid with a manual method, and nobody marked it as paid

With Stripe, Zendo is told about the payment and marks the document as paid by itself. With any other method — a bank transfer, PayPal, Wise or cash — Zendo cannot see the payment, so someone on your team has to mark it as paid. Until they do, the order stays unpaid.

Check the **Payment method** in the order's **General information**. If it is a manual method, open the quote or invoice and use **Mark as paid**; payments are always recorded on the document, not on the order. Zendo then changes the status to **Paid** and records the change in the **History**. Anything that was waiting for the payment, such as an automatic invoice or a new subscription period, starts at that moment. See [Mark a document as paid or refunded](https://help.getzendo.io/en/article/mark-a-document-as-paid-or-refunded-xqxof3/).

## The client reported a payment that you have not confirmed

When a client selects **I've paid** in the client portal, Zendo only records that the client says they paid; it is not yet a payment. The client sees *"Reported — waiting for confirmation"*, and you see a **Confirm payment** row. Clicking it opens **Mark as paid** with the date already filled in, and the payment status changes when you save.

## Only some of the order's documents are paid

An order is **Partially paid** when it holds more than one document and only some of them are paid, for example after you added an invoice for extra work. **Mark as paid** always covers one whole document and has no amount field, so part of a payment cannot be recorded.

Everything a paid order unlocks — request types becoming available, an onboarding card, an automatic invoice — happens only once the whole order is paid. Check the documents linked to the order and mark each one that has been paid. See [Put a second document on the same order](https://help.getzendo.io/en/article/put-a-second-document-on-the-same-order-1j5irqe/).

## Fulfillment follows the requests, not the payment

![Fulfillment and Payment status are two separate columns in the Orders list.](https://getzendo.io/wp-content/uploads/2026/11/kb-b10-orders-list.webp =800x422)

**Fulfillment** shows where the work stands. It follows the requests on the order, and a payment does not change it. A paid order whose requests have not started yet is **Not started**, and the Orders list shows it on the **Ready to start** tab.

To move Fulfillment forward, change the status of the request. That is why the Fulfillment actions are greyed out on an order that has requests; you can set Fulfillment by hand only on an order without requests. See [Follow orders: fulfillment and payment](https://help.getzendo.io/en/article/follow-orders-fulfillment-and-payment-1oq1mqu/).

## Related

- [Mark a document as paid or refunded](https://help.getzendo.io/en/article/mark-a-document-as-paid-or-refunded-xqxof3/)
- [Follow orders: fulfillment and payment](https://help.getzendo.io/en/article/follow-orders-fulfillment-and-payment-1oq1mqu/)
- [Add a manual payment method](https://help.getzendo.io/en/article/add-a-manual-payment-method-wwqitl/)
- [Put a second document on the same order](https://help.getzendo.io/en/article/put-a-second-document-on-the-same-order-1j5irqe/)
- [Connect Stripe](https://help.getzendo.io/en/article/connect-stripe-1pyobez/)