Order payment received or not ?

[jesuisjulie]

Hey guys, 

Long story short. Last week I have received my first order. I was super excited about it and sent it.

Then I saw that the "test mode" was on when the customer placed the order. The customer paid using Shopify Payment (Apple Pay). In the timeline you can see Shopify mentions:

€329.69 EUR will be added to your Mar 1, 2024 payout.

However when I check the Payouts section, there is nothing "scheduled", "pending" etc. 

In the Analytics section, it's not displayed as a sale, or order, but there is sell through rate and conversion rate.

In the Marketing section you can see the sale amount is displayed and attributed to "Direct".

 

In the Order section it's not displayed, even though the order status is paid.

 

I am super confused and would like to get a help from the Expert.

If this check requires backend website access and budget, also happy to discuss.

Thank you, 

Julia

[PaulMartin]

Hey Julie, have you tried contacting Shopify's support on this? Contact Shopify Support • Shopify Help Center

[jesuisjulie]

No, I didn't. I read that it takes them 2-3 days to reply and it might take some more time to actually resolve the issue. I would like to get it sorted out quicker. Also the package is in transit.

[PaulMartin · Accepted solution]

I'm reading their manual on test mode and it says here that:

Simulated transactions don't appear in your payouts or reports.

I also asked their AI chatbot if you're going to receive the amount, it said no since it was ordered under test-mode.

And the manual says here that:

You aren't charged for a test order. You should place at least one test order during your store setup, or whenever you make changes to your payment settings.

and

Don't fulfill any test orders, because you are charged for any shipping labels that you purchase. If you use an app that automatically fulfills orders, then deactivate it before you create test orders.

I hope this gives you some sort of direction. Here's the two manual documentation I read:

https://help.shopify.com/en/manual/payments/shopify-payments/testing-shopify-payments

https://help.shopify.com/en/manual/checkout-settings/test-orders

[jesuisjulie]

Oh no... worst fear realised 😢 I guess I just lost 450 euros because Shopify had test mode enabled...

Do you know what happens to the customer? I am pretty sure she placed an order using real credit card details. She received it back?

[PaulMartin]

As for the customer, theoretically the only money she lost is to the shipping and payment-processing fees. She will not be charged by the order value of 300+ euros. From what we know, based on Shopify's manuals, those are the only things she is charged for placing the order.

[jesuisjulie]

Wait, but if the order was in test mode, the transactions are not processed in the first place. So how is she charged then? Also asked the bot, it says it's just not coming through.

[PaulMartin]

Huh, you are right. I think I've mixed up the Bogus-Gateway-test and the Test-mode, my bad.

There are three ways to test your store. Bogus-gateway (simulation), Shopify Payments Test Mode (simulation), and a real third-party Payment-provider via ordering then refunding. With your case, the customer placed an order with Apple Pay while the Shopify Payments had test mode enabled.

If paying using Apple Pay is under Shopify Payments, nobody is charged unless it was fulfilled, as it says here:
Don't fulfill any test orders, because you are charged for any shipping labels that you purchase. If you use an app that automatically fulfills orders, then deactivate it before you create test orders.

But I'm not sure whether the "you" here refers to the merchant or the customer.

If paying using Apple Pay is under a real third-party payment provider, they should be charged with everything since it was not refunded. Yet I have no clue whether it will be in your payouts because test mode was enabled and when test mode is enabled: 
Simulated transactions don't appear in your payouts or reports.
I don't know if having Shopify payment's test mode enabled will consider all orders to be under the test mode then not show up in your payouts, even though the customer is charged, and the order was a real order using a third-party payment provider.

Since your case is with Shopify Payments (Apple Pay), the order is not charged, but since it was fulfilled, someone is charged for the shipping labels. I don't know if that refers to the customer or you the merchant because the manual was vague to point out who "you" was in their statement here:
Don't fulfill any test orders, because you are charged for any shipping labels that you purchase. If you use an app that automatically fulfills orders, then deactivate it before you create test orders.

And as it says here, under Shopify Payments' test mode: Simulated transactions don't appear in your payouts or reports.
And you're not going to receive any payout since it was a test order.