Hi there @HitPay!
Don here from Shopify.
Thanks for taking the time to share your query here on our Community forums.
Would you be using a payment gateway that has an external, or offsite checkout for your store?
This type of gateway would direct your customer to a new browser window or pop-up where they enter their payment details with the gateway itself, rather than remaining on Shopify during the checkout process.
Sometimes, if a customer navigates away from or closes this window before returning to Shopify the order will be billed by the gateway but the order data is not returned to Shopify in this instance.
This would lead to a creation of an abandoned checkout with the available information, while the payment would show as completed via the gateway.
That behaviour is an inherent part of the nature of external, offsite gateway integrations when the customer does not wait or return to Shopify after payment and is not something we can control from here in Shopify.
There are a couple of things you can consider here, such as indicating somewhere in your store (eg the cart) that customers should wait for the gateway to return them to Shopify or checking to see if there are other gateways available in your location that offer a direct, onsite checkout integration.
If you can confirm where your store is based, I can share a list of your options there so you can check them out to see if there's a direct gateway available where you are.
Of course, if there is anything else I can help with please just let me know!
Hi again @HitPay!
Don from Shopify once again.
Thanks for clarifying that you are in fact the Partner responsible for this gateway integration.
If you need Partner support you can reach out to your Partner manager directly via email or you can access support via your Partner dashboard.
Have you been in touch with your Partner manager previously at all?
You will be able to get support for matters like this by contacting them, as we would not be able to provide account support from here in the Community forums.
Let me know if you need a hand with finding out how you can contact the Partner team with your concern.
All the best!