Close this charge

Last checked 4 November 2026. The wording and the checks below are tested; the whole flow has not yet been tried on a live order.

Sometimes Holdback starts a charge on your customer's saved card and then does not get an answer it can rely on. Rentals shows the rental as Charge not completed. This page is about the button that appears when the order was paid or changed in Shopify and Holdback does not see its own charge in the payments.

When you see it

Holdback checks every unfinished charge once an hour and writes a note on the rental. When the note says the order was paid or changed in Shopify, and Holdback does not see that its own charge paid it, the rental offers one button: Close this charge. It is the only button on that rental, because Holdback does not know whether your customer was charged, so it does not release a deposit or record a payment on a guess.

This happens when, for example, you pressed Collect payment in the Shopify admin, marked the order as paid, sent an invoice, or took the money some other way while Holdback's own charge was still waiting.

What it does

• It records no payment. Holdback writes no charge against the rental and counts none of it as taken. Any money collected in Shopify stays recorded there, in the order's payments.
• It releases whatever is left of the deposit on the order. Usually the order is fully paid and there is none to release. If the order still owes part of the deposit, the confirm tells you how much; closing releases it, so it is not left to be collected by hand later with no reason and no email to your customer.
• It sends your customer one short email. It says you closed the deposit on their order in Holdback, and that any payment on their order is shown in their order details. It makes no statement about their card, because Holdback does not know.
• It closes the extension fees that were waiting. They are dropped, not asked for later. The note on the rental says how many.
• It writes a note on the rental: who closed it, when, the charge and its reason, what the order owed, what Shopify's status for the payment was, and what was released.
• It leaves Shopify Flow alone. A workflow that reacts to "deposit released" would tell the wrong story, so Holdback sends it no event.

After a charge is closed, the rental offers its evidence and little else: no It's back, no claim, no fee. Holdback recorded no payment on it, so it has no figures to judge those against.

When it refuses

• Shopify says Holdback's own payment went through. Then there is no need to close: press Resume, and Holdback records it and emails your customer.
• The payment was refunded. Check the order's payments in Shopify.
• Holdback could not read Shopify's status. It does not guess: try again in a minute.
• The order owes the whole charge again (a payment was refunded, say). Press Resume.
• Your customer has paid the payment link Holdback sent after their card declined. Holdback records that payment first, so there is no need to close.
• The order changed since you opened the page. Check the rental again.
• The order was cancelled in Shopify. There is no charge left to close.

Give up and release is different

Give up and release is for a charge that failed or is not going to finish, such as a declined card whose customer has not updated it. It releases the deposit in full and emails your customer that none of it was taken. Holdback offers it only when the charge is known to have failed, or when there has been no sign of the payment for over a day.