Regional Support: Payments (UK)

richard777
Tourist
4 0 1

ok sir am waiting for your email 

thank you 

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Victor
Shopify Staff
Shopify Staff
886 78 219

Hi @richard777,

I sent the email to you on Thursday, and it was sent to the email address linked to your Shopify Community account. Please check your inbox and get back to me when you can.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Yellowbourbon
Tourist
3 0 1

Hi Victor

After uploading my documents as requested I a getting this message

Some of the information you provided for Shopify Payments couldn't be verified. Please contact support to complete the verification.

I hit the contact support button but could get no useful information on how to proceed.

Please let me know what I need to do now.

Kind regards

Steve 

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Victor
Shopify Staff
Shopify Staff
886 78 219

Hi @Yellowbourbon,

Thanks for getting in touch. In order to take a closer look at this for you, I'll need to authenticate you on your store and this cannot be done on the Community Forums. I will send an email to you shortly so we can discuss this issue in more detail.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Andrew_Esmond
New Member
1 0 0

Hi,

I have a customer who abandoned a checkout but tells me she has a Shopify charge for the amount the purchase would have been showing on her account. I can see the checkout was abandoned and no order was placed. Payment capture is set to automatic. 

Is this likely to just be an authorisation that will reverse automatically in a few days?

Thank you!

Andy

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Victor
Shopify Staff
Shopify Staff
886 78 219

Hi @Andrew_Esmond,

Yes, this is likely correct. If the merchant has attempted to pay by card but they were unable to complete checkout the authorization for the payment may appear on their bank statement as a charge, even if the funds were not captured. This should drop off in time, or the bank statement may show a credit or reversal worth the same amount as the charge.

If the merchant paid via PayPal or another third-party processor, it's possible (but unlikely) that the charge was processed but this was not correctly communicated to Shopify, meaning the order appears as an abandoned checkout even if the funds were processed. I'd recommend keeping in touch with the customer and if they do not see a reversal or credit for the charge within a few days of their attempted order, we can investigate further.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

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RobertW
New Member
2 0 0

Hi

 

Why should merchants change to one on the below gateways when the Gateway in use is PSD2 compliant already (Windcave)

 

·  Checkout.com

·  Cybersource

·  Realex 

·  Monei

·  Adyen 

2. Connect your payment gateway to Cardinal, a 3DS provider that integrates with third party payment providers. 

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Sanlow
New Member
1 0 0

Hi Victor

We have made our first sale.  However Shopify have marked this high risk and are holding payment I believe until 18 December.  Order was placed on 13 December. have also stopped the Shopify payment gateway and quoted B5 of the conditions.  We do have a permitted business as an online retail store selling e-scooters.  How do we verify the customer ID and resurrect the Shopify payment gateway, as this is our only means of accepting payment.  I have responded to the email from Operations, but have yet to receive a reply, and I have also sent a chasing email.  How can we sort out this problem please?  We suspect the transaction may be fraudulent and do not want to fulfil a fraudulent order.  Thank you for your help.

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Victor
Shopify Staff
Shopify Staff
886 78 219

Hi @Sanlow,

Thank you for reaching out and for detailing the situation. I will need to authenticate you on your account before I can look at your store or any relevant correspondence between yourself and our internal team, so will send you an email shortly in order to do this. Please look out for that and get back to me there.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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jprgs
New Member
1 0 0

Tell me about the best Shopify Payments setup for UK stores selling to the US?

This is my first time using Shopify, I tried to download a related video, please check this out https://www.youtube.com/watch?v=ZQYEUmoA3U8 if this is correct. Thank you! 

 

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