Why is customer payment approved but not processed on my end?

[C5CH]

When the customer tapped the point of sale it said approved and the money was taken from their account. My screen read 'Theres an issue with Shopify and payment couldn't be processed'

The order didn't go through on my end but the money is taken from the customer. Can someone help?

[Olivia]

Hi, @C5CH!

Thank you so much for connecting with our network.

I can certainly understand your confusion, and I'd be glad to support you towards a resolution today. First of all, we cannot access your account through our public forums, however, I can certainly advise next best steps to investigate this.

Please reach out to our authenticated Support channels directly to get in touch with a team member to share your situation. When you reach out, have the following information ready to help expedite the investigation:

From the customer:

• screenshot showing the approved (and not pending) charge from their bank statement 

From your business:

• timestamp of issue 
• if any other orders were impacted
• if you lost connection at any point to the system
• a link to the unsuccessful order if possible
• your payment gateway
• any other information you think may be relevant 

With this our team can take a deeper look at the logs of your POS system and confirm if the order was in fact processed. Please note it is not uncommon for customers to see a "hold" and mistake it for a successful charge, which could also be the case. 

Please reach out at your earliest convenience.

Warm regards,