How to resolve 2checkout payment issues and fulfill orders?

[ledsara555]

we make 2checkout payment recently，but something there some problem we meet.

we found that the customer has completed the payment on 2checkout by visa, but his order was abandoned checkout state in our shopify ,how to Fix this ? and How Should we Fulfill the order

thank you

[Nick · Accepted solution]

No problem at all @ledsara555.

Great to hear the problem has been solved and this got figured out for you. Thanks for letting me know.   

[Nick]

Hi @ledsara555,

Nick here from Shopify. 

That is quite strange alright. Generally, when this happens the customer more than likely didn't complete the full checkout process. For third party gateways such as 2Checkout, the customer needs to wait until they're returned to Shopify's website before we turn it into an order. This usually means the customer needs to see the Shopify "thank you" page to confirm it's a completed order. If the customer closes their checkout window too soon, leaves the website too soon, or otherwise fails to reach the "thank you" page after payment it can register the payment as an abandoned checkout. 

 Currently, there isn't a way to turn an abandoned cart into an order without payment confirmation. Because of this, the best way to counter this is to recreate the abandoned cart as a draft order, mark it as paid and then fulfill it from there.

I hope this helps explain why and answers your question. 

All the best, Nick

[ledsara555]

thank you very much，Nick 

we did a payment test yestoday，strange was we paid but didn't showed the Shopify "thank you" page，

it’s return to choose payment method page again，but we can see the payment is finish on 2checkout，

what should we do？

Regards

Sara

[Nick]

If this is the case, the best next step to take is as follows: 

1.  Recreate the abandoned cart as a draft order
2. Mark the order as paid 
3. Fulfill the order from the draft order created. 

This way the order is showing as completed, you are not accepting any more money for the customer and fulfilling it. 🙂

[ledsara555]

Hi，Nick！thank you

The problem has been solved，2checkout service said the Buy link secret word and Notification Service (INS) both must are the same.

[Nick · Accepted solution]

No problem at all @ledsara555.

Great to hear the problem has been solved and this got figured out for you. Thanks for letting me know.   

[officialaqeelkh]

i just started now all clear but payment method error on every payment gateway. i want to proceed with 2checkout but here's the problem below:

There was an issue processing your payment. Try again or use a different payment method.

how i solve it

[aafaqfarooq12]

Hello

I want to connect '2checkout' payment method with my store , but on my payment method page '2checkout' is not available, please guide me what to do.

[Xing]

Hi, How to solve it? What's mean "Buy link secret word and Notification Service (INS) both must are the same" Thank you

[Nick · Accepted solution]

Hi @Xing,

I think it means that the "Buy link secret word and Notification Service (INS)" must be the same in order to complete this. @ledsara555 would you be able to confirm this in a reply please and share any more details if you can? It would be greatly appreciated. 

[DekDek]

Hello friends - ISSUE SOLVED!!

I had the same issue.

Customers paid via 2Checkout and Visa was charged.

But when they were returned to the shop, they got an error message that their payment could not be processed and the order was sent to the "abandoned cart"

I did a test buy myself and got the same result.

The solution is that the BUY SECRET WORD needs to be the SAME as the INS secret word.

I generated new Buy secret word and pasted it in to the INS secret word - and used it in Shopify.

And problem solved!

I did a complete test transaction - I Ordered, paid, returned to the 'Thank you page', and items available for download.

https://knowledgecenter.2checkout.com/Shopping-cart-integration/Integrate_Shopify

I found this 2Checkout support message on another thread, and followed it:

Hello, 

Thank you for reaching out to us. I hope my email finds you well. 

The raised issue suggests a communication mismatch between the accounts due to incorrect setup - orders will be processed on 2checkout and be displayed as an abandoned cart on the Shopify side. 

In accordance with our Shopify-2checkout integration documentation https://knowledgecenter.2checkout.com/Shopping_cart_integration/Integrate_Shopify_with_2Checkout 

Sign in to your 2Checkout account. 
Navigate to Dashboard → Integrations → Webhooks & API section 

-Enable return after the sale - checkbox needs to be checked 
-Return method - select header redirect 

Also, Currently, we are experiencing an issue with the INS secret word which may be causing the issues for your account as well. 

In order to get this fixed, instead of using the INS secret word, please use BUY Link secret word which is mentioned here: https://secure.2checkout.com/cpanel/webhooks_api.php 

It is suggested to generate a new BUY link secret word and use it. 

Save the new setup and place a live sale to verify the flow(we recommend creating a product of 1$ for testing purposes to minimize the transaction fees). 

Let us know if we can be of any further assistance. 

Kind regards,
Merchant Support Specialist
https://www.2checkout.com

[Ivanemadriz]

I have been trying to get a refund from Shopify for the past two months but no one has gotten back to me and my account has been charged 4 times now since I’m not sure to take it down before my refund please get back to me

[Nick]

Hi @Ivanemadriz,

It's difficult to know what's going on without taking a closer look at your store. Would you be able to let me know the best email address to reach you on and I can reach out to you directly and take a look?

Looking forward to hearing from you. 

[BLTRWRLD]

I had the same issue and I finally resolved it!

Go to 2checkout Webhooks & API settings and make Instant Notification Service (INS) secret word and Buy link secret word THE SAME. I just generated a new INS secret word and pasted it into the Buy link field and it resolved the problem.