Real payment cannot be processed when a payment gateway is in test mode.
You can confirm if an order was created in test mode by selecting the order, scrolling down to the order timeline, and clicking on the amount that was processed like so:
When orders are processed through Shopify Payments, they will appear in your payouts section in your admin (Settings > Payment providers > View payouts).
If these orders were not processed in test mode and you are looking to process refunds for your customers, you can follow these steps here. The entire amount will be refunded to the customer, and the credit card fee is still processed, which means it will not be returned to you.
Let me know if this helps!
Same happened to me, where the store was accidentally on Test Mode and a customer placed an order.
One gives me the error and test message:
But right after it says it was processed, but it's not showing on my payouts:
I'm worried if I contact the customer and cancel the order, then she's charged afterwards. Or if I send the item and it's never processed because it was test mode.
I'd like to take a closer look at this order.
I've sent you an email with the subject line "Shopify Support".
Please respond for verification purposes and then I can look into your account.