To optimize conversion rate and for fraud control, Mondu incorporates pending states for a small percentage of orders and buyers. Here's how to handle them.

Shop Plugins

Our Shop Plugins support pending states out-of-the-box! See the respective usage guides for minimum plugin versions and how Mondu's order states are mapped to the shop internal order states.

Webhooks

Since pending cases depend on asynchronous information to your system, it's essential to implement Mondu's Webhooks. If an order or trade account onboarding is set to pending, Mondu will assess the case manually and trigger a definitive response via webhooks no later than 24 hours.

Pending Orders

To handle pending orders, you need to subscribe to these webhook topics:

order/pending, order/confirmed and order/declined

There are three cases for orders:

1. Order is directly confirmed by Mondu - You'll receive the order/confirmed webhook after confirming the order. The order is now shippable and secured by Mondu
2. Order is directly declined by Mondu - You'll receive the order/declined webhook. The order will not be secured by Mondu and should be canceled in your system. Buyers will be redirected to your declined_url and can select another payment method
3. Order is pending - You'll receive the order/pending webhook. The buyer will enter the happy path and be redirected to your success_url. Please hold this order until you receive a definitive webhook by Mondu. This can take up to 24 hours.
   Mondu will give some detail about the pending reason in the pending_reason_description of the webhook.

1. after successful review, Mondu will send the order/confirmed webhook and you can fulfill the order.
2. If the review shows signs of fraud, Mondu will send the order/declined webhook. You should then cancel the order in your internal systems. Please note that Mondu does not communicate the outcome to the buyer in this case.

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Do not ship orders that have received an order/pending or order/declinedwebhook by Mondu

Pending Buyers (Digital Trade Account)

If you use Mondu's Digital Trade Account feature, Mondu can also review buyers in onboarding. To handle these cases, please subscribe to these webhooks:

byuer/pending, buyer/accepted and buyer/declined

Here's how to handle the different states:

1. Buyer is directly accepted by Mondu - You'll receive the buyer/accepted webhook and can start offering Mondu payment methods to this buyer right away
2. Buyer is declined by Mondu - If you receive a buyer/declined webhook, please communicate to the buyer that they are declined and cannot order using Mondu payment methods
3. Buyer is pending - If you receive the buyer/pending webhook, please inform the buyer that their application is being processed. Only after receiving the buyer/accepted webhook, you can start accepting orders with Mondu for this buyer