Why does my invoice payment link lead to an error page?

[Sapana]

When creating an invoice the link to pay "complete your purchase" takes the customer to an error page where they see "www.websitename.com refused to connect.

Looking for a solution.

[Victoria]

Hi, @Sapana.

Welcome to the Shopify Community. Thanks for sharing your question!

I understand when creating a draft order invoice and sharing the link with a customer, it does not connect.

To gather more insight, could you share information on the following:

• Have you tried recreating a new invoice link, and can the customer replicate the same issue?
• Can the customer try opening the link in an incognito window or by clearing cache and cookies?

• Can the customer try opening the invoice link instead of the checkout link? 

Looking forward to hearing back!

[Sapana]

It's every customer.  I cannot send any invoices from draft order.  

The email shopify generates - the link provided does not work. It used to.

I cannot call every single customer and ask them to do those steps to pay.  I have moved my invoicing to square for the time being and it's affecting my inventory, payables, and reports

[Victoria]

Thanks for your reply, @Sapana.

I appreciate you sharing this additional context. I can definitely understand the impact this has on your business and customers.

Have you already had a chance to connect with our support team via the Shopify Help Center? If not, I recommend creating a support request, so our team can investigate if there are any issues on the backend that are preventing the creation of draft order invoices.  

This is because through our community forum, we do not have access to account-specific tooling or the ability to authenticate accounts.

[nicoledeboom]

I'm having this issue too. Let me know what you find!

[Victoria]

Hi, @nicoledeboom.

Welcome to the Shopify Community, and thanks for joining the thread. 

 I understand you're experiencing the same issue as the customer is unable to complete their purchase through the invoice link.

Could you first try the troubleshooting steps listed below to see if this resolves the issue:

• Have you tried recreating a new invoice link, and can the customer replicate the same issue?
• Can the customer try opening the link in an incognito window or by clearing cache and cookies?

• Can the customer try opening the invoice link instead of the checkout link?