Payment Error/Declined Credit card notification

Does anyone know if it's possible to have the payment error notification not only go to the customer, but also to a select email so we get it in the office?  Even though customers who get declined cards or payment error do get an email from Shopify, it's always been a slam dunk for us to reach out to that customer and either send an invoice or paypal invoice or something to get that order through.  We need to be notified when a card does get declined.

Shopify Staff
Shopify Staff
225 20 46

Hi, @Inky!


Julie here from Shopify Support. This is a great question.


When a customer leaves the checkout without completing their purchase, Shopify will automatically send an automatic cart recovery email to the customer, which includes a link to the checkout so that they can complete their purchase. If you'd like to be notified when this happens, you can do so through an app called Scout - Recovery & Retain.


Based on their app description, Scout is a personal assistant designed to help you recover abandoned carts. Best of all, it looks like this app will allow you to be notified via SMS when an abandoned cart occurs. You can even set parameters to disable certain alerts that aren't relevant, or to increase the minimum thresholds so you only receive notifications for high-value orders. For example, if you set the abandoned checkout alert to $100, then you will only receive alerts on customers who abandon $100 or more. 


I should also mention that when a payment fails due to a connection issue with a customer's bank or your payment provider, Shopify will automatically send the customer an email notifying them of the error and confirming they haven’t been charged. This is a relatively new feature that was launched in May 2019. While this doesn't notify you as the merchant, it's a great way to inform customers of any errors with the transaction. If you'd like, you can also customize the template for this particular email in Settings > Notifications > Payment error if you'd like to include any additional information for the customer.


That being said, I think receiving a notification (via email or the Shopify mobile app, for example) when an abandoned cart occurs would be a great feature to have. I'll make sure to pass this idea along to our developers as a feature request. I can definitely see how this would be useful. 


I hope this helps! Let me know if you have any further questions.

Julie | Social Care @ Shopify
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