Payment could not be processed by shopify payments

[GleDel]

Hello,

I have a payment which could not be processed by shopify payments. The client contacted me and says the money got charged on het bank account. She provided me with a screenshot of the transaction as proof.

I'm not really sure on what to do next. How do I proceed? Do I manually mark the transaction as payed?

Can somone from support take a look at this?

[Don]

Hi there @GleDel!

You can check the specifics of a given order by finding it in the Orders menu in your Shopify admin and clicking in to view the order timeline at the bottom.

Have a look for any entries relating to payment attempts, and check to see if there was a successful attempt that went through at any point.

You can try clicking on 'view more information from the payment gateway' to see specifics on any payment attempts, whether they were successful or otherwise, or if not, why they were not successful.

If there are no successful attempts, your customer may be seeing an authorisation hold put in place by their bank or card provider which should fall off their statement in a case where the payment was not actually captured.

We can take a look at this order with you directly if you can reach out for support via our Help Centre here.

There we'll be able to access and discuss your account with you securely and can see what info is available internally on this order.