Selstack is a platform for creators and businesses to build a public selling page, share individual offers, accept supported payments and bookings, and manage the resulting orders and customer details. A “Stack” is a selling page. This guide explains the relevant workflow and the seller’s responsibilities; payment methods, account requirements and some features depend on the business configuration and plan.
This task uses the seller’s authenticated order and contact records as the source of truth. This guide focuses on how to distinguish attempts, pending outcomes, successful payments, failures and refunds.
Open the authoritative record
Start in Payments or Contacts and locate the exact order or person by safe reference, email and date. The aim is to distinguish attempts, pending outcomes, successful payments, failures and refunds. Do not rely on list position, a bank alert or a customer screenshot.
Read identity, offer and status together
Confirm the customer, offer, amount, currency and current payment or fulfilment state. Similar names and repeated attempts can belong to different records. A pending or failed attempt does not authorise delivery as a paid order.
Take only an available action
Use only controls that are visible on the correct record. The seller order page supports authorised refunds but does not provide a general Mark fulfilled control. Keep dispatch or service-completion evidence in your own fulfilment process with the Selstack order reference.
Protect customer information
Share only the details needed to fulfil or investigate. Keep addresses, private messages and delivery links out of public notes and unrelated screenshots. Selstack support does not need passwords, OTPs or full payment credentials.
Confirm the result
Reopen the order, customer portal or fulfilment state and check that it now reflects the intended action. Tell the customer what changed, what remains pending and when the next update will be available.
Example: Understand Order and Payment Statuses
A bank debit with a pending Selstack order remains pending until the provider produces a verified final result.
If Understand Order and Payment Statuses is not working
Do not ask for another payment or deliver twice while the original attempt is still unresolved.
Confirm the result
- The customer, offer, reference and status match the intended record.
- Fulfilment, refund or access action was taken only once.
- The order now shows the expected downstream result.
- No unrelated customer information was exposed.
When to ask Selstack for help
Follow the payment from offer to recorded result
Selstack connects a customer-facing offer to checkout and an order record. The seller chooses the price and currency for the offer, while the available payment methods depend on the configured business and supported payment arrangements. A payment link can provide a focused way to collect one payment without presenting a large catalogue. The important distinction is between a customer starting checkout and a payment being confirmed. Use the recorded outcome when deciding whether to deliver an order or investigate a problem.
Keep the amount and currency visible
An amount has meaning only with its currency and purpose. Review the price shown on the public page, any applicable delivery charge and the final checkout summary. When comparing records, distinguish the amount the customer paid from fees, conversion and the amount credited for the seller. Do not add figures from different currencies as if they were the same unit. A customer paying in one currency and a seller receiving funds in another need an explanation grounded in the recorded transaction, not an unverified exchange-rate calculation made afterwards.
Choose how fees are presented
The selling-page editor provides choices for handling applicable online payment fees. The seller can cover the fees, build them into the price or, where available, show the customer a separate fee. Review the earnings preview and the actual customer-facing summary before publishing. Describe the price consistently in campaigns and messages. A promotion that quotes only a target earning amount can confuse customers if the final total is different. Check the current pricing page for the applicable rate rather than assuming a rate from an older article still applies.
Understand pending, failed and successful
A pending result means the payment has not reached a confirmed final outcome in the record you are reviewing. A failed attempt does not establish that the seller received money. A successful recorded payment is a different state from either of those. If the customer reports a debit that does not match the order, compare references and timestamps before deciding what happened. Avoid asking for repeated payments while an existing attempt is being investigated. Bank notifications can help identify a case, but the business should reconcile them with the relevant payment record.
Explain international payment boundaries
Selstack can connect customers and sellers across markets, but payment availability is not identical for every business country, currency or method. The customer’s checkout currency and the seller’s payout context may differ. Where the platform handles a supported payment and conversion, review the recorded remittance information rather than assuming the business has a direct gateway account in every currency. Do not advertise universal payment-method coverage or instant settlement. The accurate promise is the one supported by the configured account and the options actually shown to that customer.
Separate online payments from direct collection
Eligible physical-product sellers on Pro and Growth can choose pay online, pay on delivery, or both. With pay on delivery, the seller collects the money directly and Selstack charges no transaction fee for that direct collection. Placing the order does not mean the customer has paid. The business needs to collect and confirm payment through its delivery process. Online gateway payment, direct collection, fulfilment and wallet credit are different concepts, and each should be described using the appropriate record rather than merged into a single “paid” assumption.
Investigate using safe, specific evidence
Start with the business, order reference, expected amount and currency, approximate time and the customer’s description of the problem. Check whether there were multiple attempts or a different email address. Share a concise support summary and the relevant safe references when further investigation is needed. Do not request passwords, one-time codes, a full card number or a card security code. Evidence should help locate the transaction without exposing information that is unnecessary for the investigation.
Reconcile before reporting earnings
Read gross customer payments, applicable fees, refunds and wallet movements as separate parts of the transaction. A successful payment total is not automatically the same as available cash or profit. Review the reporting period and currency before comparing results between weeks or campaigns. If the business uses external bookkeeping, preserve the Selstack order reference so a recorded amount can be traced back to its source. Avoid manually changing historical figures merely to make a spreadsheet match an expected total.
Make payment explanations part of customer service
Put the essential payment expectation on the offer before the customer acts, then keep confirmations and support messages consistent with the record. If a payment is pending, explain that uncertainty without inventing a completion time. If a fee or currency question is common, improve the relevant description or pre-purchase guidance. Selstack provides the payment and order workflow; the seller’s responsibility is to communicate accurately, fulfil confirmed commitments and escalate unresolved cases with the evidence needed to investigate them.
Review Selstack pricing for current plans and online payment fees. For related tasks, visit the Help Centre. If the recorded result remains unclear, contact support with the relevant safe reference.
