hello i made a shop name shopasport , i tested it yesterday i bought an item and payed by credit card (i use 2checkout) , the money was taken but the order was not made it went to the abandoned checkout i tested it twice what is the problem what should i do and where did i go wrong ? i am unable to lunch and boost my shop because of that issue i am getting paid but i am unable to submit the order to the provider , please help its really urgent its not appearing in the orders tab only in the abandoned checkout thank you <3
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Jason here from Shopify Support.
I'd be happy to help take a look so we can get this figured out together! I'll reach out to you via email so I can gain approval to look into your store. If you could follow up there with your authorization, I can start digging into this!
All the best,
I've sent an email to your account email titled Shopify Support - Community/Forum Post, ticket #12637780 yesterday (don't forget to check your spam/junk folder!). Could you kindly reply to me directly from that email (the content can be just a line saying hi or leave it empty) so I can start gathering needed information from you and the orders and potentially forward the issue to our tech team if needed, please? As we're on the public forum and this is the only way I can authenticate you. Thank you so much!
This is an accepted solution.
I've responded to your email with the answer. Just in case you missed the email, here are a few pointers regarding this issue.
2Checkout is one of the external payment providers. This means in order for the customers to pay out, they will need to leave your store's checkout to pay for their purchases on the provider's website.
In these test orders, the customer most likely didn't complete the full checkout process. With 2Checkout gateways, the customer needs to wait until they're returned to Shopify's website before Shopify can turn it into an order.
What we mean by the full checkout process is that the customer needs to see our Thank you page to confirm it's a completed order. If the customer closes his/her/their checkout window too soon, leaves the website too soon, or otherwise fails to reach the Thank you page after payment, Shopify records that as an abandoned checkout. I recommend you to update this theme language of the checkout process to help remind customers to not close the window until the order is confirmed. You can do so by Shopify admin > Online Settings > Themes > Actions > Edit language. Click on the Checkout & system section and type in "card security notice" in the filter. Once the filter selected the notice, you can then update the language as the following:
Don't forget to click Save at the top right corner to ensure your update is saved properly.
Here's a screenshot on what your customer will see when he's/she's/they're entering the payment page.
Sometimes with the third-party payment gateways, they may take too long to send the proper response back to Shopify. In these cases, the payment would go through on payment gateway's end, but Shopify fails to receive the required info in the required time window. Instead of waiting indefinitely, Shopify turns the checkout into an abandoned checkout.
If you've confirmed the payment was received through the third-party gateway and an abandoned cart exists on Shopify, the best workaround is to recreate the abandoned cart as a draft order, mark it down as paid, and fulfill from there.
Lastly, some of the external payment gateways, such as 2Checkout, do require you to manually set up a return URL after payment is successful. Don't forget to double check with your payment gateway settings to ensure you've enabled the redirect function and returning your customers to the correct URL.
I hope this information helps, however, should you have any questions, please don't hesitate to reply back here and I'd be happy to help out!
All the best,
but in the shopify payment settings its written that i have to leave it blank but after i read your reply i edited the setting and the redirect approved url in 2checkout to my shop : www.shopasports but i had to change the Return method to "link in thank you page" ? i have tried to purchase before adding the url manually and the order was dropped in the abandoned checkout again ,
Thank you so much for trying. Yes, for 2Checkout, you need to leave the redirect URL blank but enable it. That being said, since the error is still on-going, I've forwarded your request to our tech team so our specialist can go through the backend for a detailed checkup for you. One of the specialists will be contacting you via email directly from this point on. Keep an eye on the email! We'll get this sorted out. Thanks!
I can't see the attachment of what 2Checkout had said, but I can see that our specialist, Cesca, had reached out to you in ticket #12657529. From what I can see, the test order has come through from your friend without any issue now. Just in case if the issue persists, could you reply the email #12657529 directly, please? This way, Cesca can help you out and help you investigate further. Thanks!