Error messege: Payment declined. There was an issue with Shopify and the payment couldn't be process

satarababy
Visitor
3 0 3

We've tried running several cards on several orders for different amounts. In all cases "Shopify couldn't process the payment"

Replies 8 (8)

ayrity
Excursionist
35 0 26

We just started getting that message as well! At NOON on a Friday... So far the only work around I have found is creating the order at POS, mark as unpaid, move to a PC and manually enter in CC and billing info to collect payment. It's slow, but better than not being able to check customers out at all. FYI- the handheld checkout units don't work either. Seems like it's all POS related. I checked the Shopify Status page and it says everything is operational?! No it's not.

ayrity
Excursionist
35 0 26

Just got this response from Plus support chat, "I've just checked with our developers and they've received multiple notifications on that issue and they are already investigating it on their end."

 

So, they know about it and hopefully it'll get fixed soon. The bigger question is, why do they monkey with the code in the middle of a business day? There's no other reason for something stable to suddenly break than a change they made. Stop doing it in the middle of the day please!

Victoria
Shopify Staff
2224 153 259

Hi, all!

 

Thank you for reaching out to the Shopify Community.

 

I'd like to advise that the above issue mentioned regarding the error message Payment Declined. There Was An Issue With Shopify And The Payment Couldn't Be Processed, has since been resolved by our developers. Customers should now be able to enter their payment method and proceed to checking out.

 

If you continue to experience this error message, please create a support request with our team via the Shopify Help Center.

 

I hope this helps!

Victoria | Shopify 
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devrex
Shopify Partner
12 1 1

Hi Victoria,
I have also experiencing this issue since November 15. I tried creating new stores but the error persists.

 

Victoria
Shopify Staff
2224 153 259

Hi, @devrex.

 

Welcome to the Shopify Community, and thanks for joining the thread.

 

We haven't received any recent reports of this issue resurfacing and as per our Shopify Status Page, all systems are operational. 

 

However, I understand you're receiving the same error message. If you haven't already, I recommend creating a support request via the Shopify Help Center, so our internal team can troubleshoot accordingly. 

Victoria | Shopify 
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Romaine2
Visitor
1 0 1

Hello Victoria,

 

We appreciate your response; however, instead of recommending that a support ticket be created each time this occurs, could you please offer a resolution here or somewhere that can then be documented for the community to see? I've seen a couple of posts like this where nothing was offered for resolution and the rep just recommends creating a support ticket (which no one else form the community will see)

 

Anyway, this issue pops up every once in a while (we just had it occur today 05.31.24) And my workaround on POS app was to:

 

> back out of checkout

> save as draft order (from "home" there are three dots above the cart)

> force close app

> turn wifi off and then wait 10 sec

> turn wifi back on and make sure the connection is stable

> open app

> find draft order (to add back into cart)

> make sure you have a good connection with card reader if using one

> attempt check out once more

 

If that doesn't work, I would try sending an invoice from admin if you can "mark unpaid" in POS app.

Hope this helps more people!

Lemuette
Tourist
4 0 0

I had this issue happen for my first sale at a show on June 1st. I had never seen the message before. Unfortunately, my customers called me later and said the payment was pending on their cc. The checkout said that if I left the checkout the customer would be refunded. Hoping this is true as this is quite unsettling for a customer to be told their card was declined and yet was still charged. They ended up paying with cash but mom was charged twice (we tried checkout twice on her card) and the daughter tried her card. Both have called me saying they were charged. I have no order number on my end to be able to help with this so really hoping they are refunded quickly. 

Please provide best practices for this issue or provide an email trigger that sends an email from Shopify to shop owner with best info to give our customers and how to fix the issue. 

Luckily, I didn’t have any other issues that day and was able to process cc. There was a moment where it wasn’t processing a cash transaction. But I tried again and it was good. 🤷‍♀️🤦‍♀️

Imogen
Shopify Staff
1795 204 325

Hi there, @Lemuette. Thank you for following up on this thread!

 

On June 1st, 2024, there was a widespread issue impacting some POS users resulting in transactions declining. This was quickly resolved, but we understand how this issue could have impacted users during the time of the outage.

 

We appreciate your feedback regarding how we can notify merchants of these issues, and how some additional information could be helpful in regards to assisting merchants with handling these situations. If no orders were created, it's likely that these funds are caught in a 'hold' state by the customer's bank, and will be returned to them. You can recommend that the customers connect with their banks so they can have a better understanding of the status of the funds related to those declined transactions.

 

For future use, if you notice any issues with your POS, you can reach out to our Retail Support Team directly by using the 'More > Support > Contact Support' option available in your POS App. Thanks!

Imogen | Social Care @ Shopify 
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