Hello! We recently got to know that some customers had paid for the products on our store but their order did not get recorded in the system. When the customer reached out to us we saw there was no order against their name in the Shopify order system but their payment was successfully captured. Why is this happening? How can we prevent such glitches? Please let us know. Thanks for your time.
Hey, @VOSD1 !
This can sometimes happen if the customer doesn’t allow the order status page to fully load before leaving the website. This causes the system to recognize it as an abandoned cart instead - have you checked your abandoned carts to see if their order is there? Take a look and let me know. Cheers!
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Thank you! Yes, the orders are in the abandoned checkout section.
What is the best practice to ensure we don’t miss such orders? Please let us know.
Hey, @VOSD1 !
The only way to avoid this is for the customer to completely finish their checkout, so that the order status page loads and triggers the order in your admin. Most people do this, so this shouldn’t be something you encounter often. In the case that it does, the customer will likely reach out to you when they notice not receiving an order confirmation email, and you can retrieve it from your abandoned checkouts. Hope that helps!
Have you looked into zip code errors?