Re: Customers Can Not Pay Updated Invoices

Why can't customers pay updated invoices on my site?

CH20
Tourist
7 0 6

I have been round and round with a shopify expert but we have not found a solution.  Sometime in the last 10 days, we have encountered a glitch where customers can not successfully pay for updated invoices.  For example, they place an order where we have to go back and add actual shipping charges once its shipped. We email them the updated invoice with a link to complete purchase. Once they click through to our site, the button on that page keeps cycling every time they try to complete payment.  Simply will not go through for ANY payment options.  There must be a glitch in the code we can not find.

New orders are fine.  Payment Button works.  Invoices we create from scratch are fine. Payment Button works.  Button on amended invoices, nada.

Help!  We have dozens of customers trying to pay shipping balances and they simply can not.  I am no longer getting replies from the shopify person that was helping. 

Replies 9 (9)

BCFUNTIME
Visitor
2 0 0

We are experiencing the same thing. Has Shopify given a fix? 

JoeH
Visitor
1 0 0

Here is a work around that my customers have been able to do.

Screenshot_20230828-165836.png

CH20
Tourist
7 0 6

Sadly they were less than helpful.  I had an open support ticket for almost a week and nothing was resolved. Communication was hard and separated but a 12 hour time difference.  They kept trying to reproduce the issue but not in the same method.  Because they couldn't reproduce the issue, they said there wasn't one. 

In the end, we just send new invoices for any shipping amendments which they CAN pay.  But that skews the reports on total number of orders. 

Robin_Lockhart
Visitor
1 0 0

We have been experiencing the same issue and been in contact with 3 Shopify Support Advisors, of course with no resolution to this issue.

 

We narrowed it down to the invoices being unable to be processed on the phone, we had success with customers being able to pay on their computers, but not everyone has a computer available.

 

Shopify Advisor recommend for us to hire a Shopify Expert to troubleshoot the issue... Hopefully this can be resolved. Will keep you updated if the expert can resolve the issue. In the meantime, we have been sending PayPal invoices. 

Simplyme996
Tourist
9 0 1

Just wondering if you had any luck? We are not able to figure out the issue

CH20
Tourist
7 0 6
Unfortunately not. We have had to start sending NEW invoices for shipping
totals which completely messes with our metrics. It looks like we have more
orders than we actually do.

Whatever changes they did to the software made a muck of it.
Simplyme996
Tourist
9 0 1

That’s horrible! I’m trying to figure out what the problem is and having no luck myself but hoping this can be resolved. 

Simplyme996
Tourist
9 0 1

Hey just seeing if you ever got this figured out? I’m having the same issues? Thank you 

BCFUNTIME
Visitor
2 0 0

Shopify said they fixed the issue but it has not been fixed. I am going to contact them again next week and try to get them to fix it again.