Customer is unable to complete the purchase when attempting to pay a draft order

[MarketForays]

I have created a draft order for a custom item a customer needs. The customer has attempted to pay the invoice I sent them, but each time the payment fails to go through. The customer also shared their CC information with me and I entered the information from my end, but there again I get a failure. I need this resolved, no idea what to do.

[Promer]

It sounds like there might be an issue with your payment gateway or the customer’s payment method. Here’s what you can try:

1. Check Shopify payments or gateway settings – Go to Settings > Payments and ensure your gateway is active and properly set up.
2. Review error messages – If Shopify provides an error code when the payment fails, look it up in Shopify’s Payment Error Guide.
3. Test with another payment method – Ask the customer to try a different card or PayPal (if available).
4. Manually capture payment – If your gateway requires manual capture, go to Orders > Draft Orders, find the order, and attempt to charge the card manually.
5. Contact your payment provider – If all else fails, reach out to your payment gateway’s support team, as they may be blocking the transaction.

[Kudosi-Tracy]

Hello @MarketForays,

Draft orders can be a bit tricky when it comes to processing payments manually. Here are a few steps you might try:

1. Double-Check Payment Details:
   Ensure that the customer’s credit card info is entered correctly – expiration date, CVV, billing address, etc. Even a small mistake can cause a decline.

2. Review the Error Message:
   If there's any error message provided during the failed attempts, that can offer clues. Sometimes it might be a network issue, or the card might be declined by the bank for security reasons.

3. Test via Shopify Payments:
   If you’re using Shopify Payments, try processing the payment directly through the platform rather than manually entering the card info on the draft order. Sometimes converting the draft order into an invoice link that routes through Shopify’s secure checkout can help.

4. Manual Payment vs. Online Invoice:
   Remember, draft orders aren’t always perfect for manually entering credit card details. Consider sending the customer an invoice that takes them through the normal checkout flow, which might be more reliable for processing their payment.

5. Contact Your Payment Provider:
   It might also help to check with your bank or the payment processor to ensure there are no issues on their end with processing this type of transaction.

If you’ve tried these and it’s still not working, it may be best to reach out to Shopify Support directly. They can look at your specific draft order settings and transaction logs to help pinpoint the problem.

Hope that helps you get to the bottom of this!

Best,
Tracy from Kudosi Reviews