Accepting credit cards, warehouses, and shipping and fulfilling orders
When trying to enter a customer's credit card payment info, I'm getting the following error message: ""Your Payment Details Could Not Be Verified. Check Your Card Details And Try Again" (the customer was getting that same error message when they tried to place the order, so they called the order in). I've seen threads from other merchants about this issue and tech support referred them to this article: https://help.shopify.com/en/manual/orders/abandoned-checkouts
That article says: "Each time a customer tries to pay for their order, a payment event is noted in the history of the abandoned checkout. You can expand payment events for more details.
Payment events can be helpful if a customer is trying to place an order and their payment fails. If a customer contacts you because their payment doesn't work at checkout, then you can view the details of the payment event, and use the information to help your customer."
We've been using Shopify Payments for over five years now, so I'm reasonably familiar with the system, and I remember viewing failed payments attempts in Abandoned Carts in the past, but now I can't find any "History" or "Events" link in this customer's Abandoned Cart. Has the payment History functionality been removed from the Abandoned Carts page?
Okay after going through a BUNCH of Abandoned Carts, I found a couple that didn't have the "History" link, but did have a "Timeline" at the bottom of the screen, showing the customer's attempt to pay with a card that was declined. So at least I can see that the payment history functionality hasn't been removed.
But the customer that I mentioned in my question above has THREE Abandoned Carts, two of which I entered myself, with all necessary credit card info, all of which was triple-checked with the customer before trying to process the transaction. Each time it returned this error: "Your Payment Details Could Not Be Verified. Check Your Card Details And Try Again". But the three Abandoned Carts from those attempts don't show ANY failed payment attempts. And we've gotten plenty of other orders today, so the gateway appears to be working for other customers.
Any idea what's going on here? I'd hate to think we've been losing a LOT of sales to customers who couldn't check out and just gave up and went elsewhere!! 😮
I still haven't found a solution to this issue (no "History" or "Events" link in the customer's Abandoned Cart after their payment attempt fails). Does anyone know why we can no longer view payment attempt details in Abandoned Carts?
I have the same issue.. my abandoned carts don´t show any history.
Unfortunately @Stannekoek it looks like this forum has become abandoned as well, and it doesn't look like we're even going to get a response, much less a solution.
GREAT NEWS! I got an email from Shopify support today saying that they had identified and FIXED the problem! They did a test-transaction on our website (through the front end, as if they were an actual customer) and used a bogus/test credit card which was declined, and the "Timeline" showed up on the Abandoned Cart page (as it previously did in the past), showing the declined credit card. WOOHOO!!!
I'm having the same issue. I can't see why the customer failed to place the order. We used to be able to see them. now it just shows some strange automation question at the bottom:
WHERE is the timeline???
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