- Short answer
- Collect it with an invoice, mark it as paid if the money arrived outside Shopify, or waive it — waiving is early access for certain stores.
- Waive scope
- The full uncollected balance; an uncaptured authorized payment isn't included
- Who can waive
- The store owner, or staff with the Waive order balances permission
- Waiving is blocked on
- Canceled orders, some marketplace channels, Managed Markets orders once any item is fulfilled
- Payment pending, not paid by credit card
- Marking as paid might be blocked; with additional providers, collecting manually too
- Reports
- Waived amounts are reported as write-offs
Where does the outstanding balance come from?
A balance can come from:
- An order edit, or taxes recalculated after a shipping address change.
- A manual capture below the full order value, leaving it Partially paid.
- On Shopify Plus, a captured B2B deposit, also Partially paid.
- On Shopify Plus, a recorded partial payment on an order with payment terms.
Collect it, mark it as paid, or waive it?
Shopify offers an invoice, a credit card payment or Mark as paid. Waiving, added on October 29, 2026, is in early access for certain stores.
| Route | Use it when | Watch for |
|---|---|---|
| Invoice or credit card | The customer will still pay | Collecting manually might be blocked while an additional provider's payment is pending; invoices link to checkout |
| Mark as paid | The money already reached you | Might be blocked on Payment pending orders not paid by credit card |
| Waive balance | You can't or needn't collect it | Early access; clears the full uncollected balance |
On a Payment pending order not paid by credit card, marking it as paid might be blocked.
Where available, Waive balance sits in the order's Payment section: Shopify's steps open Waive balance from the ⋯ menu; on our test order it sat under Collect payment.
- Orders
- Order details
- Collect payment
The Waive balance dialog clears the full uncollected balance. You can't waive a balance on canceled orders, on orders from some marketplace channels, or on Managed Markets orders after any item is fulfilled.
- Orders
- Order details
- Collect payment
- Waive balance
What changes after you waive a balance?
Waiving, or undoing it to collect again, takes the store owner or staff with the Waive order balances permission (Settings › Users › Roles, Orders group).
- Settings
- Users
- Roles
- Bookkeeper
- Customers see the amount was waived; customized notification templates don't add the Waived line automatically.
- The order turns paid only when nothing else is left to collect; an uncaptured authorized payment can't be waived.
- With payment terms, waiving lowers the amount due.
- If edits or refunds drop the total below the waived amount, only the excess is reversed; a zero total removes it.
Waived amounts are reported as write-offs; the Write-offs by order report, available on all stores, is under Finances in Analytics › Reports.
- Analytics
- Reports
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