Greetings, I have a store with CCAveneue set as Payment Gateway, Irecived Pyaments confirmation from CCavenue but those specific orders were in abandonecart, i didn’t receive actual order from that customer to shopiy orders.
how can i resolve this issue ?
please suggest me.
Hi @Phanom
Thanks for reaching out! That is a good question.
I understand that you have received payment via CCavenue, but there’s no matching order in your Shopify admin, and instead it’s an abandoned cart. Has this happened for several different orders from different customers?
I think what probably happened here is the customer most likely didn’t complete the full checkout process. When a customer pays using an off-site gateway such as CCAvenue, the customer needs to wait until they are redirected back to your store and see the ‘thank you’ page before the transaction is turned into a successful order. If the customer closes their checkout window too soon, leaves the website too soon, or otherwise fails to reach this ‘thank you’ page after payment, then it will be recorded as an abandoned checkout.
It’s also possible that CCAvenue took too long to send the proper response back to us after payment was received. In these cases, the payment would go through on their end, but we don’t receive the required information in the required time window and so instead of waiting indefinitely, the checkout is turned into an abandoned checkout.
The best thing to do in this situation is to confirm 100% that you have received payment from this customer via your CCAvenue account, and that an abandoned checkout definitely exists in the Orders > Abandoned Checkouts section of your admin. Once you have confirmed that, you can recreate the abandoned cart as a draft order, mark it as paid, and then fulfill the order from there in accordance with your normal fulfilment process.
Besides this issue, how is the rest of your store coming along? Let me know if you’re working on anything in particular, and I would be happy to assist by providing advice and resources.
Hi Rick,
thanks for the answer let me check once i will let you know later