Why is my store showing 'Unable to Process Payment' even after payment is made?

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Hi Admin,



I got someone that order on my store and on the tracking it said the payment is paid, But on the process tracking there is a "UNABLE TO PROCESS PAYMENT"

Reply 1 (1)

Shopify Staff
2055 224 326

Hey @BeastStreetwear,


Thank you for reaching out and posting this question!


I understand that you are unsure of an order due to the various events in the payment timeline.


Based on the timeline, it sounds like the first card was declined. However, it's possible that the customer simply didn't have enough funds on that card and had to use a different card. That being said, I'd recommend expanding the field in the timeline and you can see the reason for the decline from the payment gateway. As long as the timeline states "confirmation of order" then you are good to go!


I'd also recommend checking for any scheduled payout for the order in question with your payment provider. If you're using Shopify Payments, then you can view your payouts to see if you've received the funds.  


I'd love to hear more about your business! What kinds of products do you sell? Do you get orders that you're unsure about often?

Moira | Social Care @ Shopify
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