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How to Retry a PayPal Payment on a PhotoBiz Invoice When the Order Is Pending

Aug 14 2026 | By: PhotoBiz Knowledge Base

How to Retry a PayPal Payment on a PhotoBiz Invoice When the Order Is Pending

Overview

When a client attempts to pay an invoice sent through PhotoBiz using PayPal, the invoice may show as paid while the related ECommerce order remains Pending. If you check PayPal and no payment was successfully processed, you must change the Pending order to Void before the client can try to pay that same invoice again.

This process applies specifically to invoices sent through PhotoBiz Invoicing. Client Galleries orders use a different retry process.

Voiding the unsuccessful order closes that payment attempt in PhotoBiz and allows the client to return to the original invoice and try the payment again. You do not need to create a new invoice.

This guide walks you through verifying the transaction in PayPal, voiding the Pending order, and having your client retry payment from the original invoice.

Prerequisites

Before you begin, make sure you have:

  • Access to the PayPal account connected to your PhotoBiz account
  • The client's invoice or order information
  • Access to the ECommerce Dashboard in your PhotoBiz account

Why an Invoice May Show Paid When the PayPal Order Is Pending

PayPal uses a different checkout process than most other supported PhotoBiz merchant providers.

When your client chooses PayPal, PhotoBiz creates the order and redirects the client to PayPal to complete payment. After a successful payment, PayPal redirects the client back to your PhotoBiz website.

If the process is interrupted, the invoice may display as paid even though the related ECommerce order remains Pending and PayPal did not successfully process the payment.

Because the invoice status alone does not confirm that money was received in this situation, always verify the transaction directly in your PayPal account before changing the order status.

PayPal Payment Option Example

PayPal offers a submit payment button that will direct to PayPal to complete the invoice payment.

PayPal Check Out Screen Example

PayPal Payment Screen Example

Why the Pending Order Must Be Voided

The Pending order represents the existing PayPal payment attempt associated with the invoice.

As long as that order remains Pending, your client cannot start another payment attempt from the same invoice. After you confirm that PayPal did not receive the payment, changing the order to Void closes the unsuccessful order in PhotoBiz and allows the invoice to be used again.

Changing the PhotoBiz order to Void does not process a transaction, issue a refund, or make any changes to your PayPal account. It only changes the status of the order in PhotoBiz.

STEP ONE

Log in to the PayPal account connected to your PhotoBiz account and look for the client's payment. Use the client's name, email address, payment amount, or transaction date to help locate the correct transaction.

Confirm that the payment does not appear as successfully completed in PayPal before continuing.

If you find a completed payment in PayPal, do not void the order and do not ask the client to pay again. Instead, follow the process for resolving a Pending PayPal order when the payment has already been received.

STEP TWO

Log in to your PhotoBiz account and click ECOMMERCE in the left-side menu.

This opens the ECommerce Dashboard, where you can review orders and their payment statuses.

STEP THREE 

Click the Pending bar in the Payment Status section of the ECommerce Dashboard.

Find the order associated with the invoice, then click the ORDER NUMBER to open the order details. Review the client information, order total, and other details to make sure you are working with the correct order.

STEP FOUR

Find the order associated with the invoice, then click the ORDER NUMBER to open the order details. Review the client information, order total, and other details to make sure you are working with the correct order.

STEP FIVE

Click STATUS in the upper-right corner of the order page.

STEP SIX

The status options will open on the right side of the screen. Click CHANGE STATUS to access the payment status options.

STEP SEVEN

Under Select Payment Status, select Void.

Only select Void after you have confirmed that the payment was not successfully received in PayPal. Setting the order to Void closes the unsuccessful payment attempt so the client can use the original invoice to try the payment again.

Changing the order to Void does not issue a PayPal refund because the PhotoBiz status change does not process transactions through PayPal.

STEP EIGHT

Choose whether you want to send the client an email notification about the status change, then click SAVE CHANGES.

The unsuccessful order will now display a Void payment status. If you selected the option to send an email notification, you can review and edit the email information before sending it to your client.

FINAL STEP

Have your client return to the same invoice and attempt the payment again.

Because the previous Pending order has been changed to Void, the client can start a new payment attempt from the original invoice. They do not need a replacement invoice.

Ask the client to complete the full PayPal checkout process and allow PayPal to redirect them back to your PhotoBiz website after payment.

After the client finishes, verify that the new payment appears in PayPal and confirm that the new PhotoBiz order shows the correct payment status before fulfilling the purchase.

What Happens When You Void the Pending Order

Changing the unsuccessful order to Void closes that specific payment attempt in PhotoBiz.

After the order is voided:

  • The original invoice can be used for another payment attempt.
  • You do not need to create a new invoice.
  • The unsuccessful order remains in your ECommerce records with a Void status.
  • No payment, refund, or other transaction is processed through PayPal by changing the PhotoBiz order status.

This Process Is for PhotoBiz Invoices Only

This workflow applies specifically to invoices sent through PhotoBiz Invoicing.

If a client has an unsuccessful PayPal payment attempt while ordering through Client Galleries, you do not need to use this invoice-specific Void workflow. The client can log back into their Client Galleries event, go through checkout again, and place a new order.

This distinction is important because an invoice cannot accept another payment attempt while its previous order remains Pending, while Client Galleries allows the client to return to the event and complete checkout again.

Always Check PayPal Before Changing the Order Status

The most important part of this process is determining whether PayPal actually received the payment.

If the payment appears as successfully completed in PayPal, do not void the order and do not have your client pay again. Manually update the Pending PhotoBiz order to Paid after verifying the transaction.

If no completed payment appears in PayPal, do not mark the order Paid. Change the Pending order to Void, then have your client retry payment from the same invoice.

Following this process helps prevent accidentally charging your client twice.

Helpful Notes 

  • This workflow applies to invoices sent through PhotoBiz Invoicing.
  • An invoice may display as paid even though its related PayPal order remains Pending.
  • Always verify the transaction directly in PayPal when the related order is Pending.
  • A PhotoBiz order notification does not by itself confirm that PayPal successfully collected the payment.
  • Do not mark an order Paid unless you have confirmed the payment in PayPal.
  • A client cannot retry payment from the same invoice while the previous order remains Pending.
  • Changing the unsuccessful order to Void allows another payment attempt from the original invoice.
  • You do not need to create a replacement invoice.
  • Changing a payment status in PhotoBiz does not process payments, refunds, or voids through PayPal.
  • For Client Galleries, the client can log back into their event and complete checkout again if they need to retry an unsuccessful order.

Troubleshooting & FAQs

The Invoice Shows Paid, but No Payment Appears in PayPal

Check the related order in the ECommerce Dashboard. If the order is Pending and you have confirmed that PayPal did not receive the payment, change the order to Void.

Your client can then return to the same invoice and try the payment again.

The Client Cannot Pay the Invoice Again

Check the payment status of the previous order.

If the order is still Pending, the invoice cannot accept another payment attempt. After confirming that no payment was received in PayPal, change the order to Void and have the client try again.

I Found the Payment in PayPal

Do not void the order and do not ask the client to submit another payment.

If PayPal shows the transaction as successfully completed but the PhotoBiz order remains Pending, manually change the order to Paid after verifying the payment.

For more information, see How to Resolve a Pending PayPal Order in PhotoBiz.

Should I Create a New Invoice?

No. If the original invoice information is correct, you can void the unsuccessful Pending order and have your client retry payment using the same invoice.

The Client Tried Again, but the New Order Is Also Pending

Check PayPal before changing the new order status.

If PayPal shows the new payment as successfully completed, change the corresponding Pending order to Paid after verifying the transaction.

If no completed payment appears in PayPal, do not mark the order Paid. You can void the unsuccessful order before another payment attempt.

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