I have a customer that tried to place an order but the transaction was declined. Payment was attempted through Paypla Express and it shows declined due to “internal error”. The customer contacted us and stated she had a charge on her credit card from that transaction. Sent us a screen shot. A few strange things I noticed:
- The transaction was through Venmo?!
- We don’t offer Venmo and even double checked my settings for payment providers and did not see it there.
- She sent me a screen shot of the Shop App and it shows that Venmo is an option for our store.
- So I need to understand that too.
- The date time stamp and amount were the exact as the declined transaction I saw in the abandon checkout.
- I even have a transaction number to reference if I could actually get some Shopify Support?!?!
- The AI Chat Bot keeps sending me to a link to either report a merchant for violation or report an issue with an order and I need a link to the order which there is none.
- Whatever happened to being able to get help from a Shopify live agent?!?!
I advised the customer to file a dispute with her credit card company as we do not offer Venmo and we do not have an order from her. Luckily she was nice about it, but I still have the above concerns I would like addressed.