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Symptom

An order status in Kyren Pay differs from what your system or customer expected.

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Likely causes

StatusWhat it usually means
pendingPayment is not completed or the gateway has not confirmed the final result.
paidPayment succeeded and your system can fulfill if other checks pass.
failedPayment was declined, canceled, or failed at the payment gateway.
closed / expiredThe checkout or payment window ended before successful payment.
refundedA refund has been recorded where available.
Gateway delays can cause short-lived differences between customer-facing payment screens, Kyren order status, and your internal system. Epay source orders may also require extra reconciliation against the source order identifier.

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Check this in Kyren

  • Open Dashboard > Orders and search for the order.
  • Compare status, amount, currency, creation time, and paid time.
  • Check whether the order has an Epay source order identifier.

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Check this in your server

  • Compare the Kyren order ID with your internal order ID.
  • Confirm whether your system relies on Webhooks, polling, or both.
  • Check whether an early pending status was cached after the order later changed.
  • Use millisecond timestamps when comparing API data, such as 1736932200000.

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Fix

Use paid as the fulfillment signal, keep fulfillment idempotent, and refresh order status before manual reconciliation. Treat pending as waiting unless your business rules explicitly close the internal order.

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Contact support if unresolved

Contact Kyren support with the Kyren order number, source order identifier if present, expected status, observed status, and timestamps.