How to handle incomplete orders on eCommerce platforms?

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From the chart, it says to Select a store. Connect with a support advisor. When I click, I get "There’s a problem loading this page. There’s a technical problem with the Shopify Help Center that prevented this page from loading. Please go back to the Help Center homepage or try reloading this page." Then I click on: Go to help center. Right where I started talking with a bot. tried several times.


There is no help, no person to talk to. A customer has an order that did not complete, I don't have the order and I have no idea what to do. It looks like they were charged, but an order was not generated. Do they just wait and see if it is a pending transaction that "might" go through. Or do they call their credit card company and stop the payment and try again?

Reply 1 (1)

Shopify Staff
2503 227 530

Hi @Johnny724,


Thank you for reaching out to us here and I am sorry to hear that you've had this experience trying to contact a member of our support team. This error can sometimes occur and I'd recommend trying to access support again via the Help Center through a different web browser or device as this often helps remedy the issue.


If you're still unable to start a live chat, please feel free to reach out to our team on our social media sites such as Facebook and X (Twitter). Our team there cannot authenticate you and view this order themselves but they can work with you to help you get connected to our support team over live chat.


From the sounds of it, my guess would be that the charge will likely drop off the customer's card in due course as the order did not seem to be completed. They can also speak with their bank who can take a look to see if the charge went through. Once you are in touch with our support team they can authenticate you on the account, view the transaction, and hopefully help determine whether or not the funds were captured.

Victor | Social Care @ Shopify 
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