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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

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.