Hi there,
I have just noticed on my PayPal account that I have received two orders from a customer, and the payment has come through. But the order is not coming up on my Shopify account.
Is there a reason this is happening? Thanks in advance for your help.
Thanks,
Hi @berfu
As far as I know, this happens when a customer pays for order on PayPal but then leaves the page without waiting to be redirected back to Shopify. The customer didn’t return to Shopify so the order becomes an abandoned checkout.
Advise is you should create a draft order for this order by yourself and mark it as paid.
If you find this answer helpful, please mark it as a Solution.
Best regards.
Hi @berfu ,
As @AvadaCommerce has stated, this can sometimes happen when a customer completes checkout through PayPal but this information is not communicated back to Shopify, and as such the checkout then appears as an abandoned checkout within the admin. This is not a totally uncommon occurrence and is usually just a result of a disrupted connection during checkout.
If you’re confident that you have received payment from the customer, you can create a draft order and mark the order as paid so you have a record of the order being successfully completed in the Orders section of the Shopify admin.
As the customer has paid twice, you may wish to reach out and check with them that they meant to place two orders. While it’s possible that they meant to do this, it’s also possible that they thought the payment did not go through the first time and then attempted to complete their checkout twice. It’d probably be best to clarify this with the customer before fulfilling the orders. If the second order was placed by mistake, you can refund the customer through PayPal directly if the order did not come through to Shopify.