I had tested to make an order in my website, after the payment, it jump to the “Your order’s being processed” page and stuck at there, even I had click on “refresh this page” but it still remain on this page.
I had checked on the Shopify backend side, the payment is paid successfully but the order was categorized in Abandoned checkouts. Can I know what to solve this problem?
Hey, @Kanyin ! Welcome to Shopify Community!
What you’re seeing is expected behavior. Since the payment processing was interrupted and was not able to redirect you to the order status page, that means the payment gateway was not able to send information to your store confirming that the order was successfully paid. This will result in the order appearing in the Abandoned checkouts page rather than the Orders page. The order status page needs to appear for the order to be completed and to be listed on the Orders page.
Interruptions normally happen when the customer closes their window while the payment is still processing or their internet disconnects while the payment processing page is still loading. They can also happen when the gateway takes too long to send the proper response back to your store. Instead of waiting indefinitely, we turn the checkout into an abandoned checkout if the gateway doesn’t respond in the required time window. In your case, there’s a possibility that the internet connection or the gateway response interrupted the checkout. You can try to place an order again with a different internet source or reach out to the gateway’s support team if you notice it happen again with a stable internet connection.
When an order appears as an abandoned checkout, you can simply check and confirm that the customer’s payment went through and that you see the payout in your account. If it is paid, you can create a draft order and mark the order as paid, then proceed to fulfill the order like you normally would. If it is not paid, the customer can simply place an order again. Alternatively, you can also create a draft order and send them a checkout link so they don’t need to add the products to the cart and enter their shipping information again.
Are you about to launch your store? Before you do or while you work towards your launch, consider referring to our launch checklist. Using the checklist as a guide is an effective way to ensure you don’t forget to set up any crucial elements that are needed on your website for a successful opening day. The checklist doesn’t only help you go over your store setup, but it also ensures you have a marketing plan in place in order for you to make sales in no time. If you would like to see it, you can access the checklist on this page.
Hi Summer,
I had contact with the payment gateway and they mentioned that I need to
amend 3 endpoints at Shopify backend side.
Just for your information, the endpoint link to amend is as below:
/services/ping/notify_integration/molpay/
I can’t find any column that contains this information for us to edit, can
I know where to amend this endpoint?
