My customers orders keep failing?

stressedpop
New Member
2 0 0

I've had 36 customers reach check out today but none of there payments have gone through and I don't know what to do?

(payment details are all set up)

Any help would be appreciated.

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Dirk
Shopify Staff
Shopify Staff
899 98 204

Hey, @stressedpop 

Do you have a screenshot of the abandoned checkouts from these 36 attempted orders? You can send out abandoned cart checkout links so those customers can attempt to complete their transaction, or give you insight into what they are seeing on their end regarding the checkout process.

If there is anything else I can help you with, please let me know.

 

Dirk | Social Care @ Shopify 
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stressedpop
New Member
2 0 0

the customers aren't showing in abandoned checkouts, but i have customer support chat and they keep asking for an update on their order status.

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Dirk
Shopify Staff
Shopify Staff
899 98 204

Hey, @stressedpop 

Thanks for the context. I'd recommend having them send you screenshots of the error they are getting on their end to isolate any potential causes. Feel free to share them here and we can go from there.

 

Dirk | 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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selina10261
Excursionist
69 0 7

God, this is a big problem, you should seek professional help as soon as possible.

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