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Kordiva Docs

Troubleshooting

Start from the symptom you see. Do not repeat a payment, refund, or payout simply because the first operation did not appear immediately.

No payout

Section titled “No payout”

Check:

  • whether the eligible amount is at least 1,500 MKD;
  • whether a physical order is correctly fulfilled;
  • whether a foreign-card timing period applies;
  • whether there is a refund or dispute;
  • whether Stripe requires additional information;
  • whether Kordiva shows another blocker.

If the issue remains, send the store and order number to support.

Customer paid but status is unclear

Section titled “Customer paid but status is unclear”
  • do not ask the customer to pay again immediately;
  • check the order in Kordiva;
  • for API integrations, use the payment-confirmations endpoint;
  • use sessionId, orderRef, or idempotencyKey when available.
Section titled “Checkout Link does not work”

Check:

  • the product exists and is active;
  • the selected variant is active;
  • price and currency are correct;
  • payments are active;
  • the link is not expired;
  • inventory is available when tracked;
  • subscriptions use Stripe-hosted checkout.

Subscription is not created

Section titled “Subscription is not created”

Check:

  • product is active;
  • recurring period is configured;
  • customer email is valid;
  • payments are active;
  • the link is a subscription link.

When testing with old test-mode data, use a clean test environment; do not mix test and live Stripe resources.

Card declined or authentication incomplete

Section titled “Card declined or authentication incomplete”
  1. Check the actual payment status and provider message before asking the buyer to try again. A cancelled or failed authentication is not a successful payment.
  2. If the bank requests authentication, the buyer completes it with their bank. Not every payment displays an SMS or challenge; an absent prompt alone does not establish a failure.
  3. If the result is uncertain, check the order and payment confirmation first. Avoid repeated attempts that could create duplicate payments.
  4. Contact support with the order reference, environment and displayed error. Never send a full card number, CVC or authentication code.

A successful TEST card does not guarantee approval by a LIVE card issuer. Risk review can also restrict fulfillment or payout after a buyer payment; follow the displayed status rather than assuming all paid funds are available.

Product is blocked

Section titled “Product is blocked”

Read the reason and check the description and category. Do not change the description simply to bypass the check.

Custom domain is not active

Section titled “Custom domain is not active”

Check DNS, propagation, HTTPS, whether the domain is already attached to another store, and canonical/sitemap after activation.

Price or currency looks wrong

Section titled “Price or currency looks wrong”

Check store currency first, then the product or variant price. After changing currency, test checkout again.

I cannot see a UJP e-Invoice

Section titled “I cannot see a UJP e-Invoice”

That is expected while automatic production submission to UJP is not active. The Kordiva PDF invoice is a commercial document.

When to contact support immediately

Section titled “When to contact support immediately”

Contact support for a duplicate charge, incorrect refund, multiple affected orders, a dispute with an active deadline, or another issue with potential financial impact.