Uncharged orders usually pop up when payment processors have a temporary outage. For some reason, when we go to capture a charge after the initial authorization, the capture fails. For an explanation of authorizations and captures work, please see the How credit card payments work post.

That being said, failed captures can sometimes be specific to a credit card. Something about the card itself is preventing the charge from going through. For instance, the customer may have canceled the original authorization directly with their credit card issuer. Or perhaps they went over their limit sometime after they placed the order with you and before you attempted to close the order and charge the card. This happens most often with catering orders because customers are ordering days or weeks in advance.

When it does happen, the uncharged order will appear on the Uncharged Orders page, which looks like this:

In order to retry the charge, you can check the box next to the order and click on the "Retry Charges" button to see if that solves the issue. Alternatively, you can visit the order detail page and click the "Retry Charge" button in the purple sidebar. This looks like this:

If this doesn't work, you can log in to your payment processor's website and attempt to re-process the charge from there. 

If that fails, too, you need to reach out to the customer directly and ask them to use a different credit card for the order. Or it may be possible to use the same card but just charge it again (creating a new authorization). Either way, it's something you'll need to solve directly with the customer.