Shopify Order Failed - Response code 502 Bad Gateway--customer was charged

[canyonbird]

Hi!

I just had a customer reach out and said she placed an order for which her card was charged, but she didn't get a confirmation email. I see it in my abandoned checkouts and it says the order did not go through, Message "

Failed. Response code = 502. Response message = Bad Gateway." She was using a Visa through Shopify Payments. Can anyone give any insight into why her card still would have been charged, or what steps I should take next? My website is embercanyon.com if that's needed. thank you!

[utterotter]

I had this exact issue at 12pm PST today. Never had this happen in the years I've been with shopify. On a side not, as a consumer I had a similar problem when I was trying to buy something today. Maybe some kind of issue with the network? We use Authorize.net

On the backend the transaction looks good and has been settled. Will see if it shows up tomorrow in our account then we will ship the order. I'm going to manually re-create the order and mark it as paid if so. 

[bradmcdj]

there is an issue with this and shopify, we had it happen twice, we had to manually fulfill both times, customers had proof of their paypayl or CC getting charged and no record in our system, but we located the orders in the abandoned cart area.  How many more are out there?  No way to tell unless the customer comes forward. 

[Victoria · Accepted solution]

Hi, @canyonbird.

Thanks for reaching out!

I understand that a customer placed an order on your store and was charged however they didn't receive a confirmation email and your abandoned cart states that the order was not processed. Thank you for providing the error message for better visibility.

In this case it could likely be that the funds have been authorized by your customer's bank but have not been captured, which we have no control over as that's with the customers bank specifically. Authorization is necessary to check whether a card holder's credit card holds sufficient funds and is approved to purchase from a merchant.

An Authorization request first emerges whenever a cardholder attempts to purchase a good or service through a credit card.

The process for this is as follows:

• Request is sent to the customers bank to authorize the amount on the card.
• The cardholder's bank then determines whether the transaction is approved or declined based on the available credit in the merchant's account.
• If there is sufficient credit, then the amount of the transaction is deducted from the cardholder's account and the sale goes through.
• If there is a problem with validation or lack of funds, then the authorization is ultimately cancelled.
• This process can take anywhere from a couple of hours to 30 days and is entirely dependent on the cardholder's banking institution.

Your customer will need to reach out to their bank to request a release on the funds. Some banking applications (like mobile apps), have a hard time displaying this. It would be best they reach out to their bank directly and they can confirm with them.

You can also reach out to our Live Support team so they can investigate and determine whether this is an authorization charge or legitimate charge. Since we are not able to authenticate your account or provide account specific information it is best to reach our to our team via chat, email or scheduling a call-back for phone support. 

[canyonbird]

Thank you so much for the help and information! I will save this for the future in case it happens again. 

For anyone else looking to resolve this question, on my end I didn't end up needing to worry about this as the customer had the charge, then the bank put a reimbursement back to cover it. Customer was able to place this order again and it was successful, not sure what the issue with her card was or what bank she had. But hopefully any other issues like this, if the customer can be patient it'll figure itself out on the banks end. I definitely got nervous today and was not patient, one of my first orders +  couldn't stop worrying about having someone else's money and no confirmation.

[bradmcdj]

I have had this issue happen twice in the past 2 monrhs, where customers reach out with their paypal receipt but did not get a confirmation email and then we go to look and there is no record in our system but we have found the order in the abandoned cart section.  We were told it was a glitch where the customer left the screen before full checking out, enough time to charge their card or paypal acct but no enough to see the check out thank you page. THIS IS A HUGE PROBLEM FOR SHOPIFY if this keeps happening, it is their system causing it.  We have uncovered it twice now and I'm reading it happening to other people so could be happening to every shopify store. 

[Victoria]

Hi, @bradmcdj.

Thank you for joining the thread and sharing your experience.

If a customer has entered their payment information and exited the website before reaching the Shopify Thank You page, then there may have been an error with the connection from PayPal to Shopify. As a result, Shopify was not notified that the payment was processed. In order for the order to be received, the customer must reach the checkout page.

I recommend advising your customers to check within their PayPal account to ensure there are no further issues. I also suggest sending the customer a draft order to confirm the order details and you can mark it as paid manually. You can learn more about this process through our Creating draft orders resource. 

Since we are unable to authenticate or provide account-specific support, I suggest creating a support request via the Shopify Help Center. The reason I suggest this is that our team will need to investigate the two customers you've mentioned to see where the issue occurred.

[TabithaTucker89]

What ended up happening with these? This has been happening with me.