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A customer placed an order in test mode and money was taken from their account

Renuma_TPK
Visitor
2 0 0

Hi, 

Hi,

 

A customer placed an order using Apple Pay and said the transaction was successful. However in Shopify, it says that the order was placed in test mode and i have $0 in sales. 

 

How do i know if the money has been taken out of the customer account? Or find out where it's gone?

 

Please help.

 

Thanks, 

Renuma

Accepted Solution (1)

Maz
Shopify Staff
1149 127 175

This is an accepted solution.

Hey, @Renuma_TPK!

 

I understand that you believe your customer was able to place an order in test mode, rest assured I'd be happy to clear this up for you!

 

When a Wallet like Apple Pay is used as the payment method a real credit card number can be used and the order will look as if it was successfully processed. As long as the banner at the top of the order states that the payment gateway was in test mode, rest assured the order is in test mode, and no funds were actually processed. This means as you mentioned above you have $0 in sales and there is nothing to refund the customer, so nothing to worry about here!

By the way, how are things on the rest of your website going? Just so you know, we are not only here to help with technical queries, but also to help you grow your business. If you need any marketing advice or how to get more traffic or sales to your store, just ask!
 
 

Maz | Social Care @ 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

View solution in original post

Replies 3 (3)

Maz
Shopify Staff
1149 127 175

This is an accepted solution.

Hey, @Renuma_TPK!

 

I understand that you believe your customer was able to place an order in test mode, rest assured I'd be happy to clear this up for you!

 

When a Wallet like Apple Pay is used as the payment method a real credit card number can be used and the order will look as if it was successfully processed. As long as the banner at the top of the order states that the payment gateway was in test mode, rest assured the order is in test mode, and no funds were actually processed. This means as you mentioned above you have $0 in sales and there is nothing to refund the customer, so nothing to worry about here!

By the way, how are things on the rest of your website going? Just so you know, we are not only here to help with technical queries, but also to help you grow your business. If you need any marketing advice or how to get more traffic or sales to your store, just ask!
 
 

Maz | 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

Renuma_TPK
Visitor
2 0 0
Hi Maz,

Thank you so much for your quick reply!
I understand, so does that mean that if the customer wants the product they have to “buy it again” through the website? Should I ask them to check their bank and see if money was taken?

I would LOVE to know how to drive more traffic to my website. I’m thinking about selling in international markets but worried I won’t set it up correctly.

Thanks for your help.

Kind regards,
Renuma
Maz
Shopify Staff
1149 127 175

Hello, @Renuma_TPK!

 

Thanks for your reply!

 

Yes, that's correct the customer will only be able to make a real purchase once you have turned off test mode and set up payment gateways for your shop. No need to ask them to check their bank, you can just let them know you have confirmed with support the store was in test mode when this happened.

 

I'd recommend putting password protection on your store for the time being if you're not yet ready to launch or go live. This will prevent this from happening again as customers will be unable to check out while this is on.

 

I'm glad to hear that you're looking into ways to increase traffic to your store. Are you currently running any ad campaigns? What kind of products are you selling? You might find this blog here helpful in getting more hits for your store!

Maz | 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