Hi,
Occasionally, we missed some of our customers’ orders even though they have made the payments. This problems normally happen with Paypal and ApplePay payment gateway.
This is becoming more and more frustrating. I posted a similar post months ago but receive no replies. Can anyone give us some clues?
Thank you very much.
Hi @123KUMA ,
Hyde here from Shopify.
I understand your frustration! As you’re using third-party payment gateways (Paypal and ApplePay), when a customer places an order they are directed off your site to the gateway.
If the customer closes their checkout window too soon, leaves the website too soon, or otherwise fails to reach the “thank you” page after payment, we record that as an abandoned checkout.
Another possibility is that the third-party gateway takes too long to send the proper response back to us. In these cases, the payment would go through on the payment gateway’s end, but we didn’t receive the required info in the required time window. Instead of waiting indefinitely, we turn the checkout into an abandoned checkout.
If you’ve received payment with your third-party gateway and an abandoned cart exists in your store admin, you can always recreate the abandoned cart as a draft order, mark it down as paid, and fulfill from there.
At this time, there’s no way to turn an abandoned cart into an order without payment confirmation. Recreating it as a draft order would be the next best thing and allows you to complete the order.
Moving forward, you could change some of the theme language/wording of the checkout process to help remind customers to not close the window until the order is confirmed.
I hope this all helps!
All the best, Hyde.