A few days ago we received a report of a customer being unable to pay, and seeing the attached screen at checkout before they’ve entered their card details.
We had another report today. This is concerning for us because
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It’s intermittent, so we don’t know when it’s happening. Ie. It’s not happening all the time, and we can’t replicate the issue
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We only found out about this by chance when following up with one cart abandon (who went elsewhere) and another was an existing customer who called to let us know.
This seems to be an intermittent issue with Shopify creating the Stripe payment session in the browser. Shopify support haven’t been able to provide any insights so far, and based on their recommended steps
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Payment Gateway Issues: Ensure that your payment gateway is properly set up and connected. You can check this in your Shopify admin under Payments.
We’re connected and there are no error messages. We’re also receiving payments fine from other customers.
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Card Type Restrictions: Make sure that the credit cards being used are accepted by your payment provider. Some providers may not accept certain types of cards.
Irrelevant as they haven’t entered their card details yet
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Fraud Prevention: Transactions may be flagged as high-risk and declined due to fraud prevention measures. Ensure that your business information is complete and verifiable.
Irrelevant as they haven’t entered their card details yet
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Compliance Issues: If there are compliance issues with the payment method, it may lead to declines. Check your email for any notifications from your payment provider regarding compliance.
No notifications, and other payments are being processed just fine.
Has anyone had issues with this, or has anyone else noticed a spike in the abandoned carts recently?
- Both were desktop sessions