A customer made a purchase on my Layerr website but the order was not placed. The payment gateway used was CCAenue. I have received a UPI payment confirmation mail from CCAvenue, but when I checked on my Shopify dashboard, the order was not placed.
The order has been recorded as an abandoned cart. How should proceed in this situation? Should this payment be considered as a fraud and refund the money or should I ship the products to the customer or should wait for a couple of days and watch what happens (order is confirmed or not).
We have already done basic troubleshooting for third-party payment gateways and already we had word with the CCAvenue, they are also working on this.
Normal payment is working fine, but the issue is coming in UPI Payment.
Note: this is not the first order on my website. I have received many successful orders via CCAvenue.
Ash here from the Shopify team. Welcome to the Shopify Community!
Thank you for the detailed breakdown of the issue you’ve run into. I’ve seen something similar in the past, so I have a solution in mind. Sometimes when a payment is processed via a third-party payment provider, such as CCAvenue, if the customer doesn’t reach the “Thank You” page after placing their order, our system won’t trigger the order creation. In these cases, an abandoned checkout would be created.
To resolve this, the first step is to confirm you did indeed receive payment for the order. Check in your CCAvenue account to make sure payment was received, and if so, you can proceed to the next step.
If payment was definitely received, then you can create a Draft Order for your customer, using the information from the abandoned checkout to recreate their original order. You can mark the Draft Order as paid, which will turn it into a regular order. Once the order is created, you can fulfill as you normally would.
I suggest reaching out to your customer to let them know to expect some additional notifications, just to ensure there’s no confusion when implementing this solution.