Hi Shopify
I hope this message finds you well.
I am reaching out to seek clarification on a specific scenario outlined in the Payments Specification document.
In the document, it is mentioned that
“A customer might open multiple tabs in their browser for a given order. All of those tabs will be associated with the same group.”
Recently, we encountered a situation where a customer experienced a payment failure, and subsequently retried the payment.
Despite two days of retries, all the checkout requests remained in the same group.
We are seeking guidance on the following:
Customer’s Actions for Group Change: Could you please provide insights into what actions a customer needs to take in order to change the group after a payment failure and subsequent retry? Specifically, if a customer wishes to retry the payment and have it associated with a new group, what steps should they follow?
Group Association Logic: Additionally, could you elaborate on the logic or conditions that determine the association of checkout requests with a particular group?
Understanding this will help us better assist customers in managing their payment retries effectively.
We appreciate your time and assistance in providing clarification on this matter.
If there are any relevant documents or guidelines that further explain this scenario, please do share them with us.
Thank you for your attention to this inquiry. We look forward to your prompt response.
Best regards