When a customer submits the checkout form on your website (by entering their delivery and billing addresses), it creates an 'order' on your website.
The customer is then taken through to the payment page to make their payment. At this stage, our system waits for confirmation from your payment gateway that the order has been paid.
After a successful transaction some payment gateways under certain circumstances will not immediately release funds and mark the order as properly authorised until they complete anti-fraud checks (for example if the order is for an unusually large amount).
In this circumstance our system will mark the order as 'pending' until we receive notification from the payment gateway that payment has been successful.
These pending orders appear in your account and can be accessed by selecting 'orders' from the left menu and then 'view pending orders'.