An order is “Awaiting” — what should I do?

Short answer: The buyer paid with a discount coupon your money pot does not cover: the order is held until the money pot is credited with the missing amount. The red banner at the top of the list gives that amount and leads straight to the top-up.

What happened

A discount coupon issued by your organisation is not paid by the buyer: it is taken from your money pot at the moment it is used. If the balance is not enough when the order comes in, the order cannot go into production and moves to Awaiting.

Nothing is lost: the buyer has paid their share, the order is recorded, it is simply waiting for the rest.

Steps

Open the Orders page. A red banner says how many orders are on hold and how much is missing: "1 order is on hold — 12.50 € missing from the money pot".
Click one of the Awaiting rows to see the details: "This order is blocked because your money pot doesn't have enough funds to cover the discount coupon used by the customer."
Click Credit the money pot in the banner, or Credit my money pot in the details: the Money pot page opens on the top-up.
Pay in at least the missing amount.
Come back to Orders a few minutes later: the order moves on by itself.

The amount shown is recalculated each time the page is displayed, against the balance of the moment. If several orders are held, the banner gives the total needed to release them all.

You'll know it worked when: The Awaiting pill gives way to Pending, and the red banner disappears from the list.

The red banner and the red badge on the menu are only visible to admins who have the Money pot role. If a colleague reports an Awaiting order without knowing why, chances are they do not have it.

Not to be confused with the To pay status, which has a different cause and asks for a different gesture: there, the buyer paid nothing and sent their order to your organization.

Going further

What do the order statuses mean
An order is To pay, what should I do — the other money-pot hold, not to be confused with this one.
How do I offer coupons or gift cards in emails — where those coupons come from.
Who can see my account's orders