Is there a problem with order edit invoice payments?

linzal
Explorer
70 0 16

Hi, we have never had this issue before and regularly edit a customers order to add an item and therefore resend the confirmation/invoice for payment. In the last week we have had scores of customers advise us that the payment fails continuously whether they use card or PayPal (our only two payment options). 

 

We have tried resending the invoice and it either eventually works after 2/3 days of trying or we have to call the customer and take manual payment and enter the card details ourselves.

 

I would believe it was user error for 2/3 customers but this is every customer for a week solid.

What can we do about this?

Replies 9 (9)

Mac
Shopify Staff
1688 177 278

Hi, @linzal!

Thanks for reaching out in our Community forums and detailing your situation. I’m happy to help out.

 

I understand that you are running into issues with processing the payment when you send out an edited order invoice to your customers. Since you're reporting that it's been happening consistently, it could be an issue from our end. In order to investigate, we’ll need to access your account to gather more information about the issue. While we’re not able to provide account-specific support via Community Forums at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center and log in to your account to create a support request. 

 

Feel free to reply back to this thread with any questions or updates and we can continue our conversation further!

Mac | Social Care @ Shopify 
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linzal
Explorer
70 0 16

Hey Mac and thanks for the response!

We have had this a few more times now and also on other store that we run. Basically there is no error message, the 'pay now' link just doesn't load anything at all.

Any help?

Mac
Shopify Staff
1688 177 278

Hi again, @linzal!

Thank you for sharing this additional information.

 

I appreciate your patience through this situation. My initial thought was that there could be a potential card error from the customers end, but since this is happening on multiple stores and the payments are going through when inputted manually.

 

Are you able to confirm that the invoice email has not been altered and is set to default? This will rule out any issue with the code. You can check this by following the steps below:

  1. From your Shopify admin, go to Settings > Notifications.
  2. In the Orders section, click Order invoice.
  3. Scroll down, and click on Revert to Default.
  4. Click Save.

If you are still having issues, it's best if you reach out to our live support team through the Help Center. Please have the order numbers ready and our team should be able to take a closer look at each individual case for you. 

 

Let me know if you have any questions! 

Mac | Social Care @ Shopify 
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Nunyo
Tourist
9 0 3

Just bumping this because it's still happening without resolution. Unfortunately, it has cost us customers now and also hurt our reputation.  

Mac
Shopify Staff
1688 177 278

Hi, @Nunyo!

Thank you for joining this thread.

 

I definitely understand the negative impacts of failing payments when you send an edited order invoice. Have you had a chance to flag this with our internal team? They should be able to look at the specific instances and investigate further. 

 

If you wish, feel free to share some more specific details here like specific error messages or worfklows, and I'd be happy to share the information with our developers. 

 

Thanks again!

Mac | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

Mac
Shopify Staff
1688 177 278

Hi, @qwiqodesections!

Thanks for sharing your feedback.

 

It sounds like you are experiencing a similar issue. If the troubleshooting steps in this thread have not helped, it's best if you reach out to our live support team through the Help Center. Please have the order numbers ready and our team should be able to take a closer look at each individual case for you. 

 

Thanks again!

Mac | 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

wazwuz
Not applicable
1 0 0

Hello, we are facing similar issue and no solution from shopify (we tried contacting them 4times but no solution) this is really bad 😞

have you found solution for this? I appreciated if you can share it with us

Nunyo
Tourist
9 0 3
Nope, sorry, no solution was ever offered.
linzal
Explorer
70 0 16

Same here - still happens to us and no resolution offered.