Overview
A charge can stay pending or fail due to the gateway (declined card), while waiting for the customer's confirmation (PIX/boleto), or because a webhook didn't arrive. Real payment confirmation always comes from the gateway webhook, not the success screen.
Prerequisites
- A connected gateway (Asaas/Mercado Pago) with a configured webhook.
Step by step
- Open the charge and check its current status.
- Declined card: ask the customer to try another card or method.
- PIX/boleto pending: wait for confirmation; resend the link/QR if needed.
- Paid at the gateway but pending here: check whether the webhook arrived.
- Confirm the final state in the gateway dashboard if necessary.
Settings & options
- Webhook: the source of truth for status. It must be active and validated.
- Methods: PIX, boleto and card (hosted checkout).
Use cases
- Recover a sale with a declined card by offering another method.
- Resend a PIX charge that expired.
Tips, limits & best practices
- Never trust the success screen to mark as paid — trust the webhook.
- Ensure idempotency when processing gateway events.
Troubleshooting
- Status doesn't update: check the webhook configuration and signature.
- Duplicate charge: verify idempotency by identifier.