your order total has changed

Silverskin
Visitor
2 0 1

 

hi my customers facing this error on the checkout using a discount code  (your payment couldn't be processed because your order total has changed check your order total and try again) please try to solve that error Asap

 

 

 

 

 

 

Replies 11 (11)

Henry_Fordeer
Shopify Partner
22 0 4

Xin chào @Silverskin  the case you encounter may be the display of SHopify, if possible you can send a picture so that i can better understand and help you through.

Thank

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Silverskin
Visitor
2 0 1

error.jpg

this is what my customers are facing in the checkout

 

Henry_Fordeer
Shopify Partner
22 0 4

Hey @Silverskin 
You can ask the customer to re-order and add the code >> will stop the payment error
Or notify the customer to return to the cart, proceed to order and add the code
The reason may be that the customer placed an order and it took a while to make the payment, so it was faulty.
Tell your guests and let me know the results.
Thank.

- Helpful? Please let me know if it works by giving it a Like or marking it as a solution!
- ForDeer - Top solutions for Merchants on Shopify.
- All products come with a free plan. Live Chat Support is available 24/7.
https://apps.shopify.com/partners/fordeercommerce

Maz
Shopify Staff
1149 127 175

Hey @Silverskin!

 

Thanks for getting in touch with the Shopify Community. I understand that your customers are encountering issues using the discount code upon checkout. Can you have a look through each point below to ensure everything is in order?

 

Ensure that the Discount Code is Still Valid: Discount codes often have an expiration date, and if the code has expired, it won't work when customers try to use it. Check to make sure that the discount code that your customers are using is still valid and hasn't expired.

Check the Discount Code Settings: Another thing to check is to make sure your discount code settings are correct. Navigate to your Shopify admin, then click on "Discounts." Check to make sure the discount code you’ve created is properly set up and the discount percentage or amount is applied as you intend it to be.

Check for Product or Collection Specific Restrictions: You may have set restrictions on the discount code which prevent it from being used for certain products, collections or variants in your store. Check the discount code settings to make sure it's applied to the appropriate products and collections.

Check with Payment Gateway: Payments can fail for a variety of reasons with the payment gateway. Check with your payment gateway to ensure that there are no issues with payment processing. Encourage customers to contact their payment provider if the payment is still not processing.

I'm also going to share our help doc here on discount codes, in case you need a point of reference when checking and testing your discount codes. Please let me know if the issue still persists.

 

Aside from that, what have you been working on recently in your business? Speaking of discount codes, check out our blog on discount codes ideas for 2023 here at this link!

Maz | Social Care @ Shopify 
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Michael_H_1
Excursionist
38 0 47

Having the same issue with a customer paying a draft order invoice with a manual discount added.  Very frustrating and embarrassing.

Maz
Shopify Staff
1149 127 175

Hello, @Michael_H_1 & @Henry_Fordeer!

 

Thanks for letting me know that you're also experiencing this issue. I can understand the dissatisfaction for both you and your customers.

 

I checked this out further, and it is recommended that these instances be flagged with our Technical Merchant support team here in our support portal.

 

As I do not have access to account specifics or backends I would be unable to troubleshoot this effectively, however our Technical support will be able to guide you both further on this issue and help you resolve it.

 

Let me know if you have any questions in the meantime! 

Maz | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Crissylou
Visitor
1 0 0

I am having the same issue and there is no discount being added/applied. It’s from a draft order that I sent manually. 

Maz
Shopify Staff
1149 127 175

Hey, @Crissylou!

 

Thanks for subscribing to this thread.

 

One thing to note is Discount codes can't be used when creating an order. This includes automatic discounts, this means they can't be applied at checkout for orders created as draft order invoices, so this is likely why you are encountering this error. We have more information on how discount codes and draft orders work here at this link.

 

Let me know if you have any questions! Speaking of discount codes, check out 18 Coupon and Discount Code Ideas for Your Business (2023) here for some more inspiration!

Maz | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Michael_H_1
Excursionist
38 0 47

As I mentioned in my post, it is a MANUALLY applied discount that wasn't working.  NOT a discount code or automatic discount as you suggested.  

hunter3
Shopify Partner
17 0 0

Having the same issue any luck with a solution?

Nexgenn3
Visitor
2 0 0

My customers having problems making orders off my store. it keep saying your total order has changed, and don't know how to fix it.