Why can't my customers complete payment on my online store?

Payments + Shipping & Fulfilment
1

Hi

I just noticed when one of my customer (friend) pinged me that he tried to buy on my store but payment is not working. Please see attached screenshot… kindly address this immediately

store url is www.neo-threads.com

store name is d1-tees or neo threads

this needs urgent attention

checkout-issue.png
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2

Check https://www.shopifystatus.com/

Try making a test order with the add-to-cart button and another with the buy buttons(gpay,paypal,etc).

If buy buttons the issue temporarily disable them in your themes product template settings.

3

Hi, @neothreads .

I’ve just tested your store on my end and was able to navigate to the checkout page successfully, as seen below:

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Can you confirm if your friend attempted to checkout using a dynamic checkout button on your product page? If this is the case, you can check your payment settings to make sure that the accelerated checkout methods have been set up properly. You can find more information for setting up specific accelerated checkout methods at the bottom of this help guide.

I also recommend checking your abandoned checkouts, to see if the order attempt appears there. If it does, oftentimes an error message can be seen within the order, which should explain and clarify the issue further. You can follow the instructions below to check this on your end:

  • On your Shopify admin, go to Orders > Abandoned checkouts
  • Select your order, then scroll down to the order’s History section and click on the line items to expand more information
  • Check for an error code in regards to the failed payment attempt
  • If you’ve located an error code but aren’t sure of what it means, you can reach out to our live support team who can help clarify. We aren’t able to do this via the Community Forums at this stage, but you can reach out to our support team via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team.

If you’re looking to further test your store’s checkout, as Paul suggested in their reply, just a reminder that we have a couple of resources to help with placing a test order on your store: