2checkout payment problem --help

Solved
ledsara555
Tourist
3 0 1

we make 2checkout payment recently,but something there some problem we meet.

we found that the customer has completed the payment on 2checkout by visa, but his order was abandoned checkout state in our shopify ,how to Fix this ? and How Should we Fulfill the order


thank you

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Nick
Community Moderator
Community Moderator
3769 356 740

Hi @ledsara555,

 

Nick here from Shopify. 

 

That is quite strange alright. Generally, when this happens the customer more than likely didn't complete the full checkout process. For third party gateways such as 2Checkout, the customer needs to wait until they're returned to Shopify's website before we turn it into an order. This usually means the customer needs to see the Shopify "thank you" page to confirm it's a completed order. If the customer closes their checkout window too soon, leaves the website too soon, or otherwise fails to reach the "thank you" page after payment it can register the payment as an abandoned checkout. 

 

 Currently, there isn't a way to turn an abandoned cart into an order without payment confirmation. Because of this, the best way to counter this is to recreate the abandoned cart as a draft order, mark it as paid and then fulfill it from there.

 

I hope this helps explain why and answers your question. 

 

All the best, Nick

 

Nick | Community Moderator @ Shopify 
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ledsara555
Tourist
3 0 1

thank you very much,Nick 

we did a payment test yestoday,strange was we paid but didn't showed the Shopify "thank you" page,

it’s return to choose payment method page again,but we can see the payment is finish on 2checkout,

what should we do?

 

Regards

 

Sara

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Nick
Community Moderator
Community Moderator
3769 356 740

If this is the case, the best next step to take is as follows: 

 

  1.  Recreate the abandoned cart as a draft order
  2. Mark the order as paid 
  3. Fulfill the order from the draft order created. 

This way the order is showing as completed, you are not accepting any more money for the customer and fulfilling it. 🙂

 

 

Nick | Community Moderator @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

ledsara555
Tourist
3 0 1

Hi,Nick!thank you

The problem has been solved,2checkout service said the Buy link secret word and Notification Service (INS) both must are the same.

 

 

 

Nick
Community Moderator
Community Moderator
3769 356 740

This is an accepted solution.

No problem at all @ledsara555.

 

Great to hear the problem has been solved and this got figured out for you. Thanks for letting me know.   

Nick | Community Moderator @ Shopify 
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 - 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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Ivanemadriz
New Member
3 0 0
I have been trying to get a refund from Shopify for the past two months but no one has gotten back to me and my account has been charged 4 times now since I’m not sure to take it down before my refund please get back to me
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Nick
Community Moderator
Community Moderator
3769 356 740

Hi @Ivanemadriz,

 

It's difficult to know what's going on without taking a closer look at your store. Would you be able to let me know the best email address to reach you on and I can reach out to you directly and take a look?

 

Looking forward to hearing from you. 

Nick | Community Moderator @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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Xing
New Member
13 0 0

Hi, How to solve it? What's mean "Buy link secret word and Notification Service (INS) both must are the same" Thank you

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Nick
Community Moderator
Community Moderator
3769 356 740

This is an accepted solution.

Hi @Xing,

 

I think it means that the "Buy link secret word and Notification Service (INS)" must be the same in order to complete this. @ledsara555 would you be able to confirm this in a reply please and share any more details if you can? It would be greatly appreciated. 

Nick | Community Moderator @ 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