Hello all,
Our customer had a product in the shopping cart but never completed the order and the order was in the ‘abandoned cart’ area. He was charged for the product but of course, didn’t receive the product.
How does this happen? What do I need to look at in the backend to fix/update?
Our finance team found his order in the ~ Abandoned Checkouts ~ #20453541478540 ~ Shopify Plus
Thanks,
Margie
I recommend you to email directly to Shopify’s Merchant/Technical support. They’ll look into the account!
Contact page link: https://help.shopify.com/en/questions#/contact/email
That does seem strange. In the abandoned checkout, under the order timeline, do you see a failed payment line? What I suspect happened is the customer tried to complete the purchase, but the payment failed which can result in an “authorization” appearing on the customer’s mobile banking app. Authorizations are not charges and will fall off within 5 business days as per the bank’s processing time. If that is the case, then the customer can wait 5 business days, or call the number on the back of their credit card as their card issuer should be able to confirm this for them.
Thank you, Nick.
Thank you, Trevor.
I’m having the team look into if that’s the case. The customer would like the product but he doesn’t want to be charged a second time. I’m guessing due to this issue of being charged and not receiving any confirmation, the order may be stuck in ‘limbo’ in the system now as it won’t be going through the normal channels for fulfillment.
I’ve heard of that happening with Paypal if the customer closes the tab before being sent back to the thank you page. If that was the case, then creating a draft order for the order, then marking it as paid after you’ve confirmed the funds in your Paypal account will be the next step. If the order was processed through Shopify Payments, then it’s likely the payment failed as I’ve not seen an order get stuck in limbo when using Shopify Payments.
If there isn’t a failed payment line (i.e the order timeline is empty) then I would recommend contacting Shopify Support so they can look into the order. I suspect you’ll get the same answer (that it’s an authorization), however; it won’t hurt to confirm that.
Let me know what you find out!
Hi Trevor,
Thank you, I have opened a ticket with Shopify Support and they are working on this.
Have a great weekend,
Margie