Abandoned checkout history won't show

Stannekoek
Tourist
6 0 5

Hi all,

 

I have multiple abandoned check-outs and I was informed it was because of payment errors with shopify payments. I want to confirm this by looking at the abandoned checkout history, but none of the abandoned checkouts show any history or timeline. 

 

Can someone please help me understand why?

 

Thank you.

Replies 12 (12)
Skye
Shopify Staff
Shopify Staff
1019 91 172

Hi, @Stannekoek.

 

Welcome to the Community Forums. I hope your day is going well.

 

When you mention you were informed that there was an error with Shopify Payments, can you confirm who told you this and on what date? This will allow me to see if there were any issues on our end that day.

 

Additionally, when you mention there is no history or timeline, is this when you select the checkout individually? If there is no error or timeline this generally means that a payment was not attempted. This can often happen while a customer is trying to test coupon codes or check shipping cost. 

 

In the meantime, while on the topic of abandoned carts, make sure to check out our guide on 16 amazing cart recovery email campaigns to recover these lost sales!

Skye | Social Care @ Shopify
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Stannekoek
Tourist
6 0 5

Hi Skye,

 

This was Tuesday at 00:56, and today at 8:22 and 11:49. I was told by the customers that tried to complete an order but kept getting an error message when filling in their credit card information.

 

I also tested this with my own account to see if I would get a history overview if I abandoned my check-out after attempting payment, and I didn't. So there must be something wrong. Can you please further investigate?

Skye
Shopify Staff
Shopify Staff
1019 91 172

Hi, @Stannekoek.

 

Thanks for the additional information. Was this one customer, or multiple customers? If it was one, it could be that there was a localized issue on their end such as a connection or cache issue. What was the specific error message that the customer/s provided you? 

 

When you mention you tested on your own account, did you receive a payment error as well? 

Skye | Social Care @ Shopify
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Stannekoek
Tourist
6 0 5

Hi Skye,

 

The issue isn´t so much that I got a payment error, but that I cannot see any history for abandoned checkouts because now there is no way to verify this. 

 

I've read multiple complaints about people not seeing any history with abandoned checkouts and now that I tested it myself by creating an abandoned checkout after filling in my credit card information, I'm sure that the history function is not there. 

 

So my question is whether Shopify removed this function? And if not, why is it not visible for me and others?

 

Skye
Shopify Staff
Shopify Staff
1019 91 172

Hi, @Stannekoek

 

I understand that the issue is that you can't see the abandoned checkout history. However, if there was no payment attempt, or payment issue, there would not be an abandoned checkout history. It would simply state the products in the order, and the customer information if  the customer added that info.

 

If you filled in your credit card information, but did not hit submit, it will not display any information, as it wasn't submitted to the system. Did you complete payment? If not, it would make sense that there is no information. Did you hit payment and it was declined? Then that should be listed in the abandoned cart history.

 

I hope that makes more sense now!

Skye | Social Care @ Shopify
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ssbarbara
Visitor
1 0 0

Hi! Having the same issue. So if a customer complains of payment failure, that notification would not appear on their abandoned checkout history timeline?

Skye
Shopify Staff
Shopify Staff
1019 91 172

Hi, @ssbarbara 

 

Thanks for joining the conversation!

 

If your customer attempts to make payment and they receive an error notification, this should absolutely show up in your Abandoned Checkouts. 

 

Do you know the exact error they received? Additionally, do you know if they were using an Express Checkout or the standard Shopify checkout? 

Skye | Social Care @ Shopify
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Rishi_HJ
Visitor
2 0 1

Hi Skye,

 

I'm facing a similar issue wherein the abandoned checkout history is showing but once I click on any of the abandoned checkouts from the recent past, it shows an error as in the picture attached. This was happening occasionally earlier but now it seems to be the norm

Screenshot_20221107-171936.jpg

NokeBa
Visitor
1 0 0

Hi @Skye,  

 

I'm having the same issue as @Rishi_HJ wherein the abandoned checkout history is showing but once I click on any of the abandoned checkouts from the recent past, it shows an error Unable to load content - something went wrong. 

Skye
Shopify Staff
Shopify Staff
1019 91 172

Hi, @Rishi_HJ and @NokeBa 

 

Thanks for joining the conversation. The screenshot provided appears to be from the Shopify app. If so, your situation could actually be an app issue. I will have you try the following troubleshooting after making sure your app is up to date:

1. Navigate to the native *Settings* application on your iOS device

2. Navigate to the *Shopify* app within the `Settings`

3. Toggle *Remove all sessions on next launch* to *ON*

4. Finally, relaunch the app and try again.

 

The issue should be resolved, however, if not, please reach out to our live support team who can assist you further! 

Skye | Social Care @ Shopify
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Liliane_Ratté
New Member
5 0 0

Hi all,

 

I have no timeline on none of my abandoned checkouts. Furthermore, as of April 2023, the list skips to November 2022 (for a single entry) and then next to April 2022 and then the remaining entries until May 2020 (my oldest entry available) are only successful recoveries (as if all recovery emails had been successful...).

 

Clearly, I have missing entries and the entries I do have are all missing the timeline info.

 

Not so long ago, whenever someone would call up complaining that they couldn't get through with payment I could look up their timeline, diagnose and assist customers (e.g.: "you need a valid zip on the billing address"). Now this functionality is just gone !

LouisCheng
Tourist
3 0 1

This happened to me two months ago, and after contacting the shopify staff, it couldn't be resolved.