Hi, we’ve been experiencing an issue with our Shopify account where our customers are paying using Payfast but the payments are not being captured via Shopify. The payments are reflecting on Payfast but not on Shopify. Please can someone assist me with this.
Thanks,
Nicole
Hi there @Nicole01 !
Generally speaking, third-party gateways and their integrations with Shopify are supported by the gateways themselves.
That said, I’d like to check a couple of things out with you here, to see if that info might be helpful.
Can you confirm for me if your third-party gateway integration is onsite (direct) or offsite (external)?
With direct payment gateway integrations, customers would remain on Shopify while checking out for your store.
External integrations on the other hand would need to direct customers to an offsite gateway, via a new browser window, popup or modal.
If a customer using an external, offsite gateway navigates away from or closes that window after the payment has been made but before the gateway directs them back to Shopify, you may see behaviour such as you outlined here.
In cases like this, the order will show as paid in your gateway account but might show up as an abandoned checkout in Shopify as the full order details have not been returned, due to the customer navigating away.
Let me know which is the case for your third-party gateway integration.
There may be other options in terms of payment gateways where you are, so if you’re happy to share where your store is based we can share a list of all available gateways there.
Have you just recently started using this payment gateway, or have you been using it for your business for a while already?
Can you tell me a bit more about your business and what you’re selling?
Hi Don,
Thank you for your response. I contacted the Third-Party App and managed to sort out the issue. The payment gateway had to be changed from manual to automatic.
Thanks,
Nicole