Hello!,
i just had a customer try and checkout and they received an error saying that their payment couldn’t be verified. I had them go back and double check all the information that was put in was correct (which it was), and then a few moments later, when they checked their bank account, they see three transactions, as for the information as to who it’s for, all it shows is the for the price of the product.
what should we do?
Hi, @Ashunt099
Thanks for posting to the Shopify Community.
There is just a bit more context we will need to provide better support. For example, are you using Shopify Payments? Was the purchase attempt via a post paid credit card?
While only the payment gateway would know for sure, generally these types of situations are not actually charges, but authorizations. The credit card is run to see if the funds are available and authorized, however the card is not actually charged.
First, I would have the customer reach out to their credit card provider to inquire if this is an authorization or a charge. If these are charges, you would need to contact your payment gateway. If your payment gateway is Shopify Payments you will need to reach out to our live advisors who can access your gateway to check on the charge.
Lastly, you can also check your abandoned checkouts. Open your Shopify Admin, head to Orders > Abandoned Checkouts, where you will generally see the order attempt along with the error from the gateway.
To reach our advisors visit our Help Center and log in to your account to create a support request through live chat, email, or callback. Once you have logged in to your account, type your request in ‘Ask about a topic’, scroll down to ‘Get Support’, and then click ‘Continue.’