How to Handle Additional Payments and Document Submissions

For orders that have been paid but not yet shipped, customers can be asked to make additional payments or upload documents; shipments cannot be made while awaiting additional payments. Customers will receive notifications via email, LINE, and order messages.

Updated 2026.10.24

This article is complete: Issue requests for additional payments or document submissions in the order details, and wait for the customer to complete them before shipping. This only applies when the platform has enabled online shopping . For general shipping and refunds, see How to Handle Orders .

Prerequisites

E-commerce + online shopping must be enabled.
The order must be paid, and there should not be any ongoing shipments.
The role must have 'Additional Payment/Document Submission' permissions (separate from general order status changes).

Path

Sidebar Shop \to Order Management, click on order details. The payment and document submission sections are near the order content and shipping operations.

Additional Payment

Confirm the order status is paid and not yet shipped.
In the additional payment section, fill in the amount (integer in New Taiwan Dollars), reason, and optionally set the payment deadline and allowed payment methods.
After submission, the customer will see pending additional payment on the order page and receive an Email/LINE (the additional payment switch in the store settings 'Notifications' is enabled by default).
Online payment will collect funds according to the payment methods enabled by the store; if bank transfer is allowed, the customer can report the last five digits, and you can mark the payment received.
After the additional payment is completed, the order 'Total' remains the original transaction amount; the receivable total on the screen will include this additional payment. Invoices will be issued separately for each payment.

Shipping Restrictions

When there is a "pending payment", the backend cannot mark the shipment. Please wait for the customer to make the payment or cancel the pending payment. The logistics company may still update the shipment status when automatically reporting the cargo status; if this occurs, the order record will leave a note, please confirm with the customer again.

Cancel pending payment

Pending payments can be canceled. If the customer has just entered the payment page (within about 30 minutes), the screen will remind that they may be in the process of payment. When the entire order is canceled, the unpaid pending payments will also be canceled.

Supplementary items

Select the item and corresponding upload field in the supplementary items section, and fill in the reason.
Only one ongoing request can exist for the same item and the same field at the same time.
The customer uploads files on the order page and submits them. These files are additional supplementary items and will not overwrite the original files from checkout.
You can accept or reject. When rejected, the customer will receive a notification and can re-upload.

Order messages and notifications

When sending, receiving, shipping, accepting, or returning, system messages will appear in the order conversation (displayed according to the customer's language). Store settings \to Notifications:

Buyer: Additional payment, additional documents
Admin: Additional payment received

How to verify

After making a test additional payment, the amount and payment button should be visible on the front-end order page; the shipping button in the back-end should be disabled.
After payment is completed, the total amount receivable should increase, while the original transaction amount remains unchanged, and the shipping button should be restored.
After submitting additional documents, the files uploaded by the customer will appear under that request, while the original file remains.

Additional Payment

Confirm the order status is paid and not yet shipped.

In the additional payment section, fill in the amount (integer in New Taiwan Dollars), reason, and optionally set the payment deadline and allowed payment methods.

After submission, the customer will see pending additional payment on the order page and receive an Email/LINE (the additional payment switch in the store settings 'Notifications' is enabled by default).

Online payment will collect funds according to the payment methods enabled by the store; if bank transfer is allowed, the customer can report the last five digits, and you can mark the payment received.

After the additional payment is completed, the order 'Total' remains the original transaction amount; the receivable total on the screen will include this additional payment. Invoices will be issued separately for each payment.

Shipping Restrictions

When there is a "pending payment", the backend cannot mark the shipment. Please wait for the customer to make the payment or cancel the pending payment.
The logistics company may still update the shipment status when automatically reporting the cargo status; if this occurs, the order record will leave a note, please confirm with the customer again.

Cancel pending payment

Pending payments can be canceled. If the customer has just entered the payment page (within about 30 minutes), the screen will remind that they may be in the process of payment. When the entire order is canceled, the unpaid pending payments will also be canceled.

Supplementary items

Select the item and corresponding upload field in the supplementary items section, and fill in the reason.

Only one ongoing request can exist for the same item and the same field at the same time.

The customer uploads files on the order page and submits them. These files are additional supplementary items and will not overwrite the original files from checkout.

You can accept or reject. When rejected, the customer will receive a notification and can re-upload.

How to verify

After making a test additional payment, the amount and payment button should be visible on the front-end order page; the shipping button in the back-end should be disabled.

After payment is completed, the total amount receivable should increase, while the original transaction amount remains unchanged, and the shipping button should be restored.

After submitting additional documents, the files uploaded by the customer will appear under that request, while the original file remains.