## Overview

Each order carries a status that tells you where it stands. Knowing what each one means keeps your reconciliation clean.

## Payment statuses

* **Awaiting payment / Pending** — the order is placed but not yet paid (common with bank transfer). Tickets are held for a limited time.

* **Paid** — payment is confirmed and the attendee has their tickets.

* **Refunded** — the order was refunded, fully or partially.

* **Cancelled** — the order was cancelled and its tickets released.

## Reservations and holds

When a buyer starts an order, the tickets are **reserved** for a short window so no one else can take them. If payment is not completed in time, the reservation expires and the tickets return to sale automatically.

## Why an order might look unpaid

* A bank transfer has not yet been confirmed.

* The reservation expired before payment.

## Related articles

* [Viewing and managing orders](https://supportdesk.ticket-hero.net/hc/hero-guide/articles/1785118060-viewing-and-managing-orders)

* [Issuing refunds](https://supportdesk.ticket-hero.net/hc/hero-guide/articles/1785118063-issuing-refunds)