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.

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.

Fulfillment follows the requests, not the payment

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.

Related

• Mark a document as paid or refunded
• Follow orders: fulfillment and payment
• Add a manual payment method
• Put a second document on the same order
• Connect Stripe

Updated on: 09/11/2026