Dear Support team,
There is the issue after I set up the Alipay(Direct) payment. I tested the payment is failed. In the following that is the Alipay app page:
The middle text on the picture shows "Payment failed" in Chinese.
I asked the support team of Alipay, they said that is the technical issue we need the Shopify team to fix it. About the API integration issue with that.
Please help us and that is a big problem for the payment method we need.
This is Lana from Shopify.
I understand that you have already spoken to AliPay support about this issue. When it comes to problems related to third party gateways such as AliPay, often times you will need to resolve it with the gateway itself, but we can have a look here anyway and see what the issue might be since you have spoken with them.
First, I wanted to double check how you set the gateway up. Below I have the steps on how to set up a gateway like AliPay, please let me know if you were able to complete them successfully or if you were stuck on any of the steps:
If you're sure that you set up the gateway correctly, the next thing you can look for is an error message.
Typically when a payment on an order fails, you will be able to find that order by going to Orders > Abandoned checkouts in your Shopify admin. Here, try to locate your order and then scroll down to the Timeline section and look for any mention of a failed payment and an error. If you find an error there, you can mention it to AliPay support to see if they have any advice on it, but also feel free to let me know about it here
Like I mentioned, it is likely that you will still need to go back to their support to resolve this, but please provide the details I requested above and I will see if there is anything we can do on our end for you.
If you have any other questions, feel free to ask me here.
Hello @TBSHK ,
This kind of error typically results from an incorrect configuration, rather than a result of the API system - examples would be incorrect secret key or other authentication values.
I would strongly encourage you to contact Shopify Support directly, so that we can authenticate you and review your shop. If possible, please gather whatever information your payment gateway provided you with, specifically - what API related issues they believe are occurring, what server requests are being made, and what the server response is. This should provide some insight as to what specifically is occurring during the transaction.
Thanks for your reply, fisrtly I already set up the gateway correctly, that means I register from Alipay and they verified our account within few days, and also I login and activated the account via the gateway and it can be seen on the checkout page. When the customers choose Alipay and next step is appear the error page in the Alipay app.
We cannot find the Abandoned checkouts in the back end but there are no Timeline section and no payment there.
I ask the Alipay firstly and many times, they said that is the integration issue, something like API. They need the request ID for the payment but they said that can only be seen by the Tech team side.
Please continues to follow this case, thank you so much. If any thing I need to provide. Please let me know.
Thanks for your reply. I already contacted Shopify support many times and many thanks for their help, but they cannot help me to fix this problem. I think that the gateway is set up correctly and they cannot help about the technical problem. They said they will find the billing team but they did not reply me. Also that is not the billing problem.
Alipay told me that is about the API setting between the Shopify and Alipay. Alipay said that maybe has some problem the API integration setting by the Shopify side. They cannot modify that. So let me contact the Tech team in Shopify. The Shopify support suggest me that forum to ask about this issue that is the reason I am here.
Please help to solve the problem, if anything i need to provide, please let me know, I would like fully cooperate with you. Thank you so much!