Challenged means the customer’s bank is asking for extra verification before it will approve the payment — usually a text, a PIN or a one-time code. It is a security step, not a decline. Your customer’s bank may call it 3D Secure.
A challenged payment is not finished until the customer completes that verification. Check the request shows Paid before the customer leaves.
This only happens on payments a customer makes themselves through a link. A card run on a terminal will not come back challenged.
What the customer needs to do
- Go back to the same link.
- Try the payment again.
- Complete the verification step their bank asks for.
This is the part that gets missed — the payment only goes through once it is done.
If they never got a prompt to verify, ask them to call the number on the back of their card and approve the transaction, then try the payment again.
You do not need to send a new link
The same link still works. Payment requests stay valid for seven days by default, so as long as you are inside that window there is nothing to resend.
If it has been longer than that, send it again from the three dots at the end of the row.
If the customer never completes it
Nothing happens to the money — the payment simply never goes through. The request stays unpaid and expires after seven days like any other.
So there is nothing to reverse or tidy up. If the customer still needs to pay, send a new request or take the payment another way.
Check it actually went through
Go to Open Orders → Payment Requests and look at the row. Paid ticked means you are done.
If it still will not go through
Contact DealerWorks Support with the invoice or RO number, the amount, and what the customer sees when they try.
Related: Find a payment request you've sent · Resend or cancel a payment request · What the transaction statuses mean
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