> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kyrenpay.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Order status does not match expectation

> Understand Kyren Pay order statuses and reconciliation checks.

## Symptom

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

## Likely causes

| Status               | What it usually means                                                       |
| -------------------- | --------------------------------------------------------------------------- |
| `pending`            | Payment is not completed or the gateway has not confirmed the final result. |
| `paid`               | Payment succeeded and your system can fulfill if other checks pass.         |
| `failed`             | Payment was declined, canceled, or failed at the payment gateway.           |
| `closed` / `expired` | The checkout or payment window ended before successful payment.             |
| `refunded`           | A 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.

## 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.

## 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`.

## 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.

## Contact support if unresolved

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

## Related pages

* [Dashboard orders](/dashboard/orders)
* [Retrieve an order API reference](/api-reference/orders/retrieve-an-order)