PBL Order Status, Troubleshooting, and FAQ

Discover how different Pay by Link (PBL) order statuses, from creation to completion or failure, impact inventory management. Understand common PBL troubleshooting, frequently asked questions, and known issues and restrictions.

Scenarios and Order Status

This table details common scenarios with PBL and their order status. See View Failed Orders Report.

Scenario	Order status
Remote Paybylink Order is created and Payment isn't completed yet.	Pending
Remote Paybylink Order is created and Payment is completed.	Approved
Remote Paybylink Link is expired.	Failed

Tip When a PBL order is created, it decreases inventory from 'Available'. The POS system runs a daily job to restock the inventory to 'Available' for all payment link orders that have expired. This job runs in the background and isn't accessible through the CMS. It operates on this schedule: at second:00, at minute:00, every eight hours starting at 11:00 UTC, every day. For more information on inventory, see Inventory Management Overview.

Troubleshooting

Error message displays "Field 'amount' is not valid"

This issue is caused when the transaction amount doesn't fall between the configured thresholds in the Adyen console. To fix this, ensure the transaction amount falls between the configured amounts. To view or change your configuration, log into your Adyen Console. Go to In-store payment | Stores | Payment Features | Transaction & MKE Limits.

Error message displays "Pay By Link Restriction"

If a partial payment (for example, cash) has already been made and the user selects any type of PBL tender, an error message will appear, "Current paid tenders must be removed and returned before applying Pay by Link, as Pay by Link follows a fixed value rule and must match the deposit total amount of...", indicating that multiple tenders can't be used with PBL. However, if no PBL is selected, users can proceed with multiple tenders for the deposit. If PBL is selected, only PBL can be used—no other tenders are allowed.

Frequently Asked Questions (FAQ)

What are the mechanics of API calls to Adyen for remote PBL tenders?

After Point of Sale submits an order, it initiates a payment notification to Adyen. Simultaneously, Point of Sale retains the order in its cache upon placement. If the backend doesn’t receive the expected callback from Adyen within six hours, the order is classified as pending and logged. See View Failed Orders Report.

Alternatively, if the backend doesn’t receive the callback within the specified expiration time, as configured in the CMS Payment Gateway, the order is marked as expired. Upon receiving a successful callback, the order is finalized and marked as complete. See Successful Orders in Point of Sale CMS. Any unsuccessful callbacks result in the order being recorded as a failed order in the Failed Orders Report.

What are the statuses and their definitions noted in Successful and Failed Order Reports?

Report	Status	Definition
Successful	Approved	Order and payment are completed
Failed Order	Pending	Order is still pending
Failed Order	Failed	Order has failed or remote Pay by Link expired
Failed Order	Pending Order	Order is still pending but the payment status is approved
Failed Order	Cancelled	Order has been canceled

How does an order transition its status from pending to expired?

The order expiration time depends on the Pay by Link URL Expiration in Hours setting in CMS. You can change this setting by going to Integrations | Payment Gateway Configuration | Pay by Link Settings.

How does an order transition its status from pending to approved?

Point of Sale receives a callback from Adyen. The callback will contain information about whether the payment is successful or not. The backend will mark the payment completed after the callback contains information about payment approval.

Known Issues & Restrictions

Pay by Link is not supported in offline mode.
Remote Pay by Link Order submission email template: An order confirmation email template can't be used for Remote payments. The app needs to hide the Share Email inbox.
If the Payment Link expires before the customer can complete payment, a new order has to be created for a fresh Payment Link QR code.
For In-Store Pay by Link, orders are marked as Failed after the polling ends and the QR code expires.
For Remote Pay by Link, the link can be valid up to 72 hours and the order is marked as Pending even if the payment isn't completed.
If there are supported tenders specific to a register, these have a higher priority. If you ‌like to use register-specific tenders, add the previous PBL tenders to Supported Tenders in Store Management | Registers.
Gift card as a tender is not supported for Verifone terminals.
In-store Pay by Link transactions must be paid using a single tender type for the full amount (for example, credit card). Multi-tendering (for example, a combination of a gift card and a credit card) is not supported.
Remote Pay by Link doesn't control multi-tender payments. The payment provider controls this function and payment balances.