The order waits, on hold, for as long as you choose (24 hours by default). If the customer still has not paid by then, Tacey releases the hold so the order is not stuck, and leaves a clear marker so you can decide what to do.
Why the order is held
When a customer confirms a shipping upgrade, Shopify updates the order with the new shipping method straight away and records the difference as a balance due. The customer then pays on Shopify's own payment page, through the Pay now button.
Until that payment arrives, Tacey:
Holds the order's fulfillment in Shopify, so it does not go out with an upgrade nobody paid for.
Tags the order tacey-payment-owed, so you can filter for it.
Records it in the ledger as Payment not completed yet.
How long it waits
Hours to wait for payment on an upgrade, on the Upgrade shipping method settings page. From 1 to 168 hours; 24 by default. The page describes it: "If a customer upgrades but never pays the difference, the order is held for this many hours and then released anyway."
This timer belongs to this tool only. Other tools that can leave a balance use Hours to wait for payment on an added item, on Change product options.
When the customer pays
Tacey sees the payment, releases the hold, removes the tag and records the amount as paid. The order ships with the faster method, and the payment counts toward Added after checkout on Home. Nothing for you to do.
When the time runs out
The hold is released, so the order can be fulfilled.
The ledger records Payment was never completed.
The tag stays on, so you can still find the order.
The new shipping method stays on the order. Unlike an unpaid added product, which Tacey removes, the shipping line is not switched back. The order's balance still shows as due in Shopify.
What to do next
Look at the order in Shopify and choose:
Ship with the original service and leave the balance unpaid, or adjust the shipping on the order yourself.
Contact the customer and ask them to pay the balance. If they pay later, Tacey still records it and removes the tag.
Ship with the upgraded service anyway, as a goodwill gesture.
What this does NOT do
It does not email the customer a payment reminder. The Pay now button is on their order page. Contact them yourself if you want to chase it.
It does not charge a saved card.
It does not cancel the order.
Frequently asked
Can I make it wait longer?
Yes, up to 168 hours (7 days). A longer wait means orders sit on hold longer when customers do not pay.
Can I release the hold early?
Yes, in Shopify, like any fulfillment hold. Check whether the customer has paid first.
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