Capture Payment error

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Shopify Partner
7 0 0

Hi,

i am in the process of capturing a payment for an order and i receive the following error:

 

"This PaymentIntent could not be captured because it has a status of canceled."

 

Neither myself or the customer has cancelled the order.

 

Any help would be great!

 

Cheers.

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Shopify Staff
Shopify Staff
718 75 129

Hey, @Dounisaur!

 

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

 

That seems really strange if neither of you cancelled the payment. Perhaps the payment gateway did? What is the payment gateway activated on your store and which one did the customer pay through? 

 

Kind regards,

Lulu

 

Lulu | Social Care @ Shopify
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Shopify Partner
7 0 0

Yup the payment gateway was activated as there were orders that went through before this one

is it possible to send you the output i am getting from the messaging with my admin?

 

I think that may make some more sense to you

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Shopify Staff
Shopify Staff
718 75 129

Thanks for that, @Dounisaur.

 

Which payment gateway was the order placed through? Yeah, if you can let me know the error message you are seeing on the admin then I can investigate further for you.

 

Kind regards,

Lulu

Lulu | Social Care @ Shopify
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New Member
1 0 0

HI!

 

I am receiving the same message when I just went to capture a payment. It says could not capture because it was canceled. This is the gateway information

Canceled at1581125878

Cancellation reason automatic

Capture method manual

Any help would be appreciated. Thanks!

 

Brittney

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Shopify Partner
7 0 0

I spoke Shopify and its a bug between when the bank expects payment (7 days) and when you capture payment. If you do not capture payment within 7 days (and exactly at the same time the purchase was made eg: 11:01:22secs, the status of the order will be cancelled.

 

On top of this, Shopify still shows the order to be "Expiring" even when the order has been cancelled by the bank. Which is a bug on shopify's end.

 

So basically, if you can capture the order before 7 days after the order has been made.

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New Member
1 0 0

Hey,


I am also receiving the same message. What happens to the order after the 7 days? if you didn't capture the payment before 7 days.

The money has already been taken from my customers account. Will the orders go through still and what would be the next step?

Thanks,

Aiko

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Shopify Partner
7 0 0

from my end the order was cancelled by the bank so i had to chase the customer and send another invoice to capture payment.

 

if you are sure the money has been taken out and the product has been paid for, i guess you can proceed with the order as usual.

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