ShopPay took payment but no order confirmation

[hpenfield]

My customer placed order tonight using her debit card & shoppay installments. Her account was debited and money was taken out but her order shows on my end as a draft & she received no confirmation email or redirect to the the order confirmation page on my website. 

what happened and how can I prevent this from happening again?

[Kimi]

Hi, @hpenfield.

This sounds like something we will need to take a closer look at on our end. I've seen instances where money was taken out of a customer's account, and the order appears in the merchant's abandoned checkout list, so this situation sounds to be a similar one. For orders that occur in a store's abandoned checkout, but money has been successfully taken out of the customer's account, this would likely be because of the following reasons:

• This sometimes means that the customer needs to see your store's 'Thank you' page to confirm that their order has been completed fully. If they close their checkout window too soon or fail to reach the 'Thank you' page after payment, the system will record that as an abandoned checkout.
• Another possibility is that the payment gateway took too long to send the proper response back to Shopify's system. In these cases, the payment would go through on their end, but we didn't receive the required information in the required time window. Instead of waiting indefinitely, we turn the checkout into an abandoned checkout. For this instance, if you've received the customer's payment on your payment account, then you can mark the order as paid and fulfil the customer's order from there.

As mentioned, the reasons above are for orders that appear as abandoned checkouts, but it could also be that orders appearing as drafts are experiencing something similar.

To take a closer look at the situation however, you can get in touch with our Live Support team via our help centre here. Once logged in, select a topic that best fits your query or situation. You'll then be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. From there, we'll be able to investigate this matter further from our end.

[dragontail]

But where did the money go? I had this same thing happen where the customer got charged and the order stayed in abandoned checkout with a note that said that the "payment was rejected due to the zip code not matching" and I don't see the transaction in the ShopPay transactions. Who got the money because I didn't get it but the customer got charged? 

[RDaly]

Did you ever find an answer to this? This has just happened to us also and I'm curious as to where the money has gone.

[Kimi]

@RDaly @dragontail

Depending on the payment provider your store is using, our live support team can be contacted to check for the whereabouts of the payment. So if you haven't already done so, your next step here is to reach out to our support team via the Help Center here, and as explained in the last paragraph of my initial reply.

[RDaly]

Thanks Kimi,

After much back and forth I discovered the payment will only be marked as 'pending' on the customers end, and eventually credited back to them (within a few business days usually) by their bank.

It's frustrating when this happens as the customer is out 'x' amount of dollars but still does not have an order in the system and is left with three options that aren't great:
1. Place the order again and be out twice as much until their bank credits the payment back
2. Wait for the money to come back and then place the order again
3. They will likely not bother and go elsewhere, also potentially leaving bad feedback.

For what it's worth, we found our site had a bad mobile speed score, and this likely contributed to the timeout or the customer refreshing/leaving the page during the processing of the transaction. We confirmed both times this issue occurred, both customers checked out on their phones.

2 Key takeaways:

- Fixing your speed score (both desktop & mobile) should greatly assist in preventing this from occurring. You can find out how to do this on google by visiting " pagespeed.web.dev " and fixing errors

- The customer will ultimately receive a refund from their bank, and your Shopify store will not receive the money or the order.

[Kimi]

Ah I see, appreciate you looping back here to share your experience with our wider Community, @RDaly. Your key takeaways in regards to fixing your store's speed score is particularly beneficial, and one that I'm sure a lot of stores can focus on moving forward to help with a similar situation they're experiencing. 

Thanks again for sharing.