Why are customers unable to complete orders on my site?

[tobyb]

I have had multiple reports from customers over the last 2 days. When they go to complete the order and get returned to the home screen, unable to complete the order.

[Kimi]

Hi, @tobyb.

Are your customers seeing any particular error messages, when they're being redirected to the homepage?

If you haven't already done so, I recommend that you check your abandoned checkouts, to see if the order attempts appear there. If they do, oftentimes an error message can be seen within the order, which should explain and clarify the issue further. You can follow the instructions below to check this on your end:

1. On your Shopify admin, go to Orders > Abandoned checkouts.
2. Select your order, then scroll down to the order's History section and click on the line items to expand more information.
3. Check for an error code in regards to the failed payment attempt.
4. If you've located an error code but aren't sure of what it means, you can reach out to our live support team who can help clarify. We aren't able to do this via the Community Forums at this stage, but you can reach out to our support team via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team.

To further check your store's checkout functionality, just a reminder that you can also place a test order on your store from your end. We have a couple of resources to help with this, you can access them below:

• Testing Shopify Payments
• Placing a test order

[tobyb]

Hi Kimi,

They are not hitting the Abandoned Checkouts.

There are no error messages.

It seems to accept some orders at a later time.

TIA TB

[Kimi]

Thanks for confirming, @tobyb.

It's interesting that the orders are then accepted at a later time. Are you using Shopify Payments as a payment provider on your store?

Have you also been able to reach out to our live support team about the situation? They're in the best position to continue assisting you here, as they'll be able to securely access your store to further investigate the orders in more detail.

So if you haven't already done so, I highly recommend contacting our live support team from here. You can follow the instructions I sent through in my earlier reply to start the contact process. 

[tobyb]

H Kimi,
Yes, we use Shopify Payments.
No, I haven't been able to find the "live support team".
Could you please send me the link for them?
Cheers TB

[Kimi]

Thanks for confirming, @tobyb.

Seeing as you're using Shopify Payments, which is our native payment gateway, our live support team should be able to dig into this issue further from our end.

You can use this link to start the contact process with our live support team via the Help Center. It'll prompt you to login to your store, after which you'll need to select a topic that best fits your query — in this case, you can select Order management > Other. From there, you'll be able to select your preferred contact method of either live chat or email. A callback option may show up as well, but this one is dependent on our team's current contact volume.

You can take a look at this video for a visual guide on what the contact process looks like, but make sure that you login to your store on the first landing page so that our team's able to authenticate you against the correct account.