From a wholesale order's detail page you manage every situation that requires adjusting payments: refund an overpayment, cancel a MercadoPago payment, request a pending payment from the buyer and mark an order as resolved when it was paid through another channel. Available actions depend on the order's payment state.
Payment states
Every order is classified automatically based on the relation between what your wholesale buyers paid (summing approved online payments) and the order total (with VAT if enabled).
- PAID — paid amount equals the order total. Normal case.
- OVERPAID — paid amount is greater than the total. Typical when the buyer paid twice, paid more than expected, or the order was edited down after the charge.
- INCOMPLETE — paid amount is less than the total. There's still a balance to collect.
- RESOLVED — the order's Charge Online toggle is off but there are previous payments. Indicates that the balance or the full charge was settled outside the platform (bank transfer, cash, store credit, offset, etc.).
The calculation discounts cancelled or rejected payments and amounts already refunded.
Available actions
Refund the overpayment
When an order ends up OVERPAID, you can trigger the refund of the excess with a single button. The platform calculates the difference (payments-total − order-total), distributes the amount across approved MercadoPago payments and executes the chargebacks to the buyer's account. The buyer receives an automatic email confirming the refund.
There's no field to pick a different amount: the system refunds exactly the overpayment. If you need to return an amount that isn't the overpayment (for example, a later discount for defective goods), the usual path is: edit the order down so it appears as overpaid, and then use this button to return the difference.
Cancel a MercadoPago payment
If an order has several MercadoPago payments and you want to reverse one in particular, the Cancel payment button triggers a full refund of that specific payment (not the whole order). It asks for confirmation, runs the full refund via MercadoPago and sends an email to the buyer notifying the refund. The order status is recalculated automatically with the remaining payments.
Request payment (MercadoPago link)
When an order is INCOMPLETE or an extra charge has been agreed upon, the Request payment button generates a MercadoPago payment link. The buyer receives the link by email and you can also copy it and share it through WhatsApp or any other channel. When the buyer pays the link, the order is automatically classified as PAID.
Mark as RESOLVED (turn off Charge Online)
If an order has online payments but the balance or the main charge was settled outside the platform, you can turn off the Charge Online toggle on the order. The platform shows a confirmation: "If you cancel, you'll have to resolve the collection of this order manually. It will also be classified as RESOLVED in online payments, indicating you decided to resolve it through another channel." Once confirmed, the order moves to RESOLVED and no longer appears as pending in collections.
Re-enabling the toggle later lets you use MercadoPago actions again if needed.
Tips
- Before refunding an overpayment, verify in MercadoPago that the original charge is actually credited (payments in process or pending can cause refund errors).
- Always document the reason for the refund or the off-platform charge in the order's internal notes — in wholesale operations with high amounts, traceability is critical for audits and disputes.
- For partial charges that don't fit the buttons (installments, deposits, adjustments), combine Request payment with editing the order: change the total, then request the remaining payment or refund the overpayment depending on the case.
- Use Mark as RESOLVED (turn off Charge Online) when the buyer pays by bank transfer, cash or store credit — so the collections report stops showing the order as pending.
- The payment state is what gets filtered in Orders → List ("Paid / Overpaid / Incomplete / Resolved"): keep it consistent so collections management reflects reality.