Good Morning,
I had a customer place an order which was in test mode, I was made aware of the issue and immediately turned test mode off. The customer then continued where they left off and completed the order, but I never received any form of payment. The message stated that the order was placed in test mode, but their account has been charged for the test order, but still no payment on my end. How do I correct this mistake?
Hi @Themenulingerie ! When you visit your order page, is the payment listed as pending? Or unpaid?
It’s very possible that when your customer says they have been charged for their order, what they are actually seeing on their bank account is an authorization (vs a finalized charge). When a transaction is attempted, we’ll send a request to your customer’s credit card company to see if [x amount] of funds are available. As long as they are, then an authorization is created on the credit card. This immediately takes the funds away from their available credit. When the bill of sale isn’t submitted (which it won’t be in this case because you never received your payment), the authorization ultimately disappears. If they wish to, your customer can contact their bank to clarify and remove this authorization.
Since you have not received payment from your customer, you can send them an invoice prior to fulfilling their order. The best way to go about this would be to replicate their order as a draft - from there you can send your invoice. Take a look and let me know if you run into any questions!
Hello June,
The order says paid…but also says 0 orders once you click on the customers order. The customer also sent bank info that shows the money was taken out of their account, but was not transferred to my pay pal account.
That’s good to know, thank you! In that case, I definitely recommend connecting with PayPal’s team to confirm if there are any holds on that payment. If nothing else, it will be good to rule this out. Let me know what you find!