# PAYMENT121: Card charged, order not finished

## What this means[​](#what-this-means "Direct link to What this means")

The terminal took the payment and your store has the money. The step that closes the order afterwards is the one that failed, so the sale is paid for but still sitting open.

This is not a payment problem, and charging the card again would take the money twice. The order just needs finishing.

## Your data[​](#your-data "Direct link to Your data")

Money moved — the card was charged and your store holds the payment. The order is open rather than complete, so it needs completing, not paying.

## Troubleshoot[​](#troubleshoot "Direct link to Troubleshoot")

**At the till** — do this before the customer leaves:

1. Do not take the payment again, and do not use the close button (**X**) on the payment pane — with a payment on the order, closing opens **Cancel payment**, which reverses it.
2. Reload the app (reload the browser tab on web; close and reopen the app on desktop and mobile). On start, the till retries finishing any sale whose card payment it recorded, and the finished order leaves the cart.
3. If the order is still open in the cart after reloading, open **Store health → Database**, open the **⋮** menu on the **Orders** row, choose **Check for changes now**, then reload once more.
4. If it is still open, serve the customer and leave the order as it is — the money is taken. Ask whoever manages the store to finish it (below).

**On the store** — for the site administrator:

1. If the order still will not complete on the till, open it in **WooCommerce → Orders** and confirm the charge in your payment provider's dashboard; in a split sale, make sure every part was paid. Then set it to the status your POS uses for sales paid that way: in **WP Admin > POS > Settings > Checkout**, the **Order Status** column of the **Gateways** table shows it on the row of the gateway that took the payment.
2. To find out why, expand **Support details** on the notice at the till, or the entry in **Store health → Logs**: it names what the finishing step failed on — usually a connection that dropped at exactly the wrong moment. Include it if you contact support.

## Details[​](#details "Direct link to Details")

* Code

  `PAYMENT121` (`PAYMENT_CAPTURED_ORDER_UNFINISHED`)

* Severity

  error

* Introduced in

  WCPOS

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  2.0.0