I received an order to fulfill, but the credit card was declined

Shopify Discussion
1

Hello, I’m new ish here and was wondering how I would receive an order to fulfill if the customers credit card was declined?

Do you have to check each order to make sure that you will receive payment?

I’m surprised that a declined card would turn into an order.

I couldn’t wade through the order details to understand whether or not after the card was declined that it was then resolved!

I texted my customer and she called me saying that the order did not go through on her side, but gave me her card number, so it all worked out, but I need to know for future orders.

Might have included too much info “order details”, but Thanks!

  • Shopify Protect is active for this order.

    9:09 PM

  • *** USD will be added to your Apr 4, 2023 payout.

    9:09 PM

  • $***USD was captured using a Visa ending in 4269 via Shop Pay.

    9:09 PM

  • $***USD was authorized using a Visa ending in **** via Shop Pay.

    9:08 PM

    This authorization expires on Apr 7, 2023 at 9:08 pm.

  • Unable to authorize $*** USD using a Visa ending in ***via Shop Pay.

    9:08 PM

    Order #1068 Card details Visa •••• •••• •••• *** Name on card **** Authorization key ***** Message Your card does not support this type of purchase. Amount $**** Gateway Shopify Payments Status failure Type authorization Created Mar 31, 2023, 9:08 pm
    Information from the gatewayCollapse
    Error Charge Code card_declined Decline code transaction_not_allowed Message Your card does not support this type of purchase. Type card_error

2

Hi, @bycarianne !

I appreciate you sharing the payment events from the Timeline. Based on these details, it looks like the payment was initially declined at 9:08PM, but was later authorized and captured a minute later.

You should not have to check these details for every order. A declined payment that is not followed up by a successful one will end up in Orders > Abandoned checkouts rather than the list of orders to fulfill.

Was the successful payment at 9:09PM captured after you spoke to your customer? If so, I’d recommend contacting our team via the Shopify Help Center so we can investigate further and find out what may have caused a declined payment to appear under Orders.

1 Like
3

Sorry that I didn’t respond. Oddly, the customer kept telling me that the charge didn’t go through on her end.

4

No problem! Thanks for following up with me. I’m glad that at least you were able to communicate with the customer about this and that it worked out. If anything like this happens again, we’re happy to look into it.