"Unable to process request" but order says "Paid"

[HoneGolfCo]

Hi,

The timeline for an order says "unable to process request", but otherwise it says PAID.  The timeline also says there was an amount going to my payout.  Seems like it went through, but want to be certain.

Thanks!  

[Sophia]

Hi, @HoneGolfCo!

Sophia here from Shopify.

Based on the order Timeline mentioning a payout, it sounds like Shopify Payments was used for this order. Is that correct? If you see a Paid flag at the top of the order page, it's safe to say that the payment was successful.

Below is an example of what the note in the Timeline should look like for a successful transaction. You can click on the little triangle to the right of the note to reveal details including the status of the transaction. In this case, there's a "Transaction approved" message and the status is listed as "success" to indicate that the payment did go through.

Note: Since this is an example from my test store, Test is labeled as True, so please ignore that detail. Orders on your store should not indicate that test mode was active.

Keep in mind that the Timeline will show all of the transaction history, so if there were unsuccessful attempts before the payment went through, those will be documented. Take a look at the dates in the Timeline and let me know if you see a successful transaction note like this one more recently than the "unable to process request" note. I'm happy to take a closer look into it with you if you're unsure.