Why does Paypal Checkout fail for 10% of my customers?

Payments + Shipping & Fulfilment
1

I have Paypal Checkout enabled

90% of payments work great.

But 10% payments don’t work. The client pays, receives SMS about the debiting of money! but I don’t get money. A few hours later, the client receives a refund.
and this happens to 10% of customers, what could be the problem?
Bank of the client or paypal?

I see this order in Abandoned Checkouts.

2

Hi, @Kmfspb .

How long have you been seeing the issues with your store’s PayPal payments?

We’ve recently seen some disruptions with PayPal’s services due to an issue on PayPal’s end. These issues were related to transactions, refunds, and setup. While the issue was ongoing, more information was made available on PayPal’s Incident Page here, although it appears that the issue has since been resolved.

In regards to orders appearing in your abandoned checkouts though, there could be a couple of different reasons for this:

  1. This sometimes means that the customer needs to see your store’s ‘Thank you’ page to confirm that their order has been completed fully. If they close their checkout window too soon or fail to reach the ‘Thank you’ page after payment, the system will record that as an abandoned checkout.

  2. Another possibility is that the third-party gateway took too long to send the proper response back to Shopify’s system. In these cases, the payment would go through on their end, but we didn’t receive the required information in the required time window. Instead of waiting indefinitely, we turn the checkout into an abandoned checkout.

    For these instances, if you’ve received the customer’s payment on your third-party account (ie. on PayPal), then you can recreate the abandoned checkout as a draft order, mark it as paid and fulfil the customer’s order from there.

If you’d like our team to take a closer look at your account from our end to further troubleshoot this situation however, you can do so by getting in touch with our Live Support team via our help centre here. Once logged in to your store on our help centre, 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.