With Wire Transfer it may happen that your webshop backend shows a payment as ICEPAY Pending or Preparing while your ICEPAY account says its an OPEN.
In short: The customer did not fill in their credentials and did not complete the payment.
When the ICEPAY Wire Transfer page is shown to the customer there will be a new payment with status OPEN in your ICEPAY transactions before the customer fills in their details.
The postback with the OPEN status information will not be sent to your webshop until after the required information has been received and we have started to process the payment.
If the customer for example closes the window, the postback to your server will never be sent and the status in ICEPAY will remain OPEN. Resulting in the Preparing or Pending status in your webshop overview.
If this is the case you can check in your transaction overview wether the "more info" of the transaction includes the following:
Klant rekeningnummer, Klant naam, Klant stad, Klant land
If these are missing the customer never got further than the first wire transfer screen.