Unable to process a payment via Shop Pay.
A customer purchased something from my store using Shop Pay this weekend and this came up after they paid. The order still went through and was able to be processed, but their payment was not. What to do?
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Hi, @prairiegirl !
Sophia here from Shopify. I’m sorry to hear that your customer had some trouble checking out with Shop Pay, and I can absolutely take a closer look into what happened to determine next steps for you and your customer.
When you mention that the order still went through and was able to be processed, do you mean that the customer is seeing a charge for the order on their bank or card statement, or did a corresponding order appear in the Orders section of your admin as well?
If the customer sees a charge on their statement but there’s no corresponding order in your admin, it might just be a pending authorization for the payment attempt. Clicking on the customer’s name under Orders > Abandoned checkouts to view the payment events can provide insight into why the “Unable to process a payment via Shop Pay” error message appeared at checkout.
If a corresponding order did appear in the Orders section of your admin, you can click on the order to view the payment details including information from the gateway in the order’s Timeline.
Please let me know if you find any error messages or additional information in either of these areas. I look forward to hearing from you.