We are a payment gateway that developed a Shopify Payment App. So we exactly followed the article (Process an offsite payment).
In the same article, the payment flow begins with an HTTP POST request sent from Shopify’s backend to my payment app. This request contains information about the customer and the order. Then Shopify must receive an HTTP 2xx response with variable redirect_url having my payment gateway app URL. My payment app returns the expected response “redirect_url.”
Everything was working fine for six months. But, recently, all our clients who are using my payment app have had a showstopper problem where the checkout payment processing always returns the error message:
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“There was an issue processing your payment. Try again or use a different payment method.”
This issue only occurred in the production mode, while it worked fine without any problem in the testing mode. One of my clients contacted Shopify technical team, and they informed them that the cause of the error was:
No payment found
PaymentsAppsError: Error while reaching gateway.
Caused by: PaymentsPartners::Clients::PaymentsAppsConnection::Error: Read timeout on an established connection.
Caused by: Faraday::TimeoutError
I believe that the problem is from the Shopify backend, not my payment app, because something is blocking the production environment of the Shopify backend from reaching my payment gateway of “redirect_url.” In contrast, the Shopify backend’s testing environment can reach my payment gateway of “redirect_url” without any problem.
What makes me very sad is that Shopify customer service, instead of fixing their backend error, is informing my clients to find another payment gateway, which caused me to lose my business because of the Shopify bug.
I need your help as I am paralyzed to keep my business running and fix this problem related to my payment app.
Thank you very much
