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Why is a paid order showing in the abandoned cart and how to resolve it?

Neressa
Visitor
2 0 0

A customer ordered a product, payment was received however the order is within the abandoned cart. How did this happen. Also how can we fix this. 

Accepted Solution (1)

Summer
Shopify Staff
1323 318 226

This is an accepted solution.

Hey, @Neressa! Welcome to Shopify Community!

 

When an order appears in Orders > Abandoned checkouts instead of the Orders page, it means there was an interruption while the payment for this order was being processed and the payment gateway was not able to send the information to your store confirming that the order was successfully paid. This specifically happens on the stage of the checkout where the customer completes the payment and a page saying Your order's being processed appears before the customer is redirected back to your store and is shown the order status page. When a customer navigates away from this processing page (e.g. they close the window before they see the order status page or the internet disconnects while it is loading), the payment process is interrupted and the order ends up in the Abandoned checkouts page.

 

When this happens, you can simply check and confirm that the customer's payment went through and that you see the payout in your account. If it is paid, you can create a draft order and mark the order as paid, then proceed to fulfill the order like you normally would. If it is not paid, the customer can simply place an order again. Alternatively, you can also create a draft order and send them a checkout link so they don't need to add the products to the cart and enter their shipping information again.

 

To decrease the likelihood of a payment interruption, you can edit the wording on the payment processing page to let customers know not to navigate away from this page until they see the orders status page. You can edit the text by following the steps below.

  1. In your Shopify admin, go to Online Store > Themes.
  2. Click Actions > Edit languages beside your current/live theme.
  3. Click the Checkout & system tab.
  4. Scroll down until you see the Checkout processing wait section (tip: you can press CMD + F or CTRL + F on your keyboard to find this section). Alternatively, you can type the text title (found in the image on the next step) you wish to edit (e.g. Short, Long, or No auto refresh html) on the filter bar.
  5. You can edit the following text: 
     

    alt

  6. Click Save.

Summer | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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View solution in original post

Replies 6 (6)

Summer
Shopify Staff
1323 318 226

This is an accepted solution.

Hey, @Neressa! Welcome to Shopify Community!

 

When an order appears in Orders > Abandoned checkouts instead of the Orders page, it means there was an interruption while the payment for this order was being processed and the payment gateway was not able to send the information to your store confirming that the order was successfully paid. This specifically happens on the stage of the checkout where the customer completes the payment and a page saying Your order's being processed appears before the customer is redirected back to your store and is shown the order status page. When a customer navigates away from this processing page (e.g. they close the window before they see the order status page or the internet disconnects while it is loading), the payment process is interrupted and the order ends up in the Abandoned checkouts page.

 

When this happens, you can simply check and confirm that the customer's payment went through and that you see the payout in your account. If it is paid, you can create a draft order and mark the order as paid, then proceed to fulfill the order like you normally would. If it is not paid, the customer can simply place an order again. Alternatively, you can also create a draft order and send them a checkout link so they don't need to add the products to the cart and enter their shipping information again.

 

To decrease the likelihood of a payment interruption, you can edit the wording on the payment processing page to let customers know not to navigate away from this page until they see the orders status page. You can edit the text by following the steps below.

  1. In your Shopify admin, go to Online Store > Themes.
  2. Click Actions > Edit languages beside your current/live theme.
  3. Click the Checkout & system tab.
  4. Scroll down until you see the Checkout processing wait section (tip: you can press CMD + F or CTRL + F on your keyboard to find this section). Alternatively, you can type the text title (found in the image on the next step) you wish to edit (e.g. Short, Long, or No auto refresh html) on the filter bar.
  5. You can edit the following text: 
     

    alt

  6. Click Save.

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Neressa
Visitor
2 0 0

Thank you for clarifying that for me. I made the necessary edits. Thanks for your help

Summer
Shopify Staff
1323 318 226

My pleasure, @Neressa! Glad that clarified the issue for you. Don't hesitate to create a post again if you have any other concerns!

Summer | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Kaushik_Sharma
Visitor
1 0 0

Hi Summer,

 

Cant the Shopify dev's make it easy for the Store Owner/Admin to just mark the order as "Paid" and move the order from abandoned order to an actual order ?

 

It's such a waste of time to create the entire order manually.

 

- Kaushik

Dirk
Shopify Staff
2294 253 512

Hey, @Kaushik_Sharma 

 

Because an abandoned checkout is not considered an actual order (it's purpose to serve more like a notification to the store owner that someone came come to placing an order but did not), there aren't options such as marking it as paid that are available for real orders. The functionality works in a way to give you the ability to get a second chance at converting that potential checkout by reminding the customer.

 

If there is anything else I can help you with, please let me know.

Dirk | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Delloop
Shopify Partner
29 0 0

@Neressa there are many reasons people abandon their carts. Here is an article that explains why sometimes it is a lack of communication that leads to these issues.

https://delloop.com/reducing-abandoned-carts-the-power-of-communication-and-customer-engagement/

Hope it helps.
Lou

 

Delloop solves issues central to eCommerce - lack of repeat sales, costly customer acquisition, low customer retention, friction during pre and post-sales, spiralling service costs and low levels of customer loyalty - all through smarter and more relevant Retailer-Customer Engagement.