I tried placing an order in Vograce, and while the money left my bank account, the order was never placed. I contacted the shop, and they don’t have neither the order or the payment reflected on their side. I’ve made an order in this website before and had no issues with it.
I tried refreshing the page and that didn’t work at all. It’s been stuck like this for over 24 hours now.
Hi, @Anonymous .
Welcome to the Shopify Community.
I understand that the payment was captured, but the order was not placed. Could you advise what payment gateway you used?
This may occur if you happen to check out using a third-party payment provider that leads away from Shopify. If you’ve completed the transaction and close the checkout window before being sent back to the Shopify checkout then it could break the connection and can cause the order to not be created. You can also check your bank statements to see if there is an authorization hold or a charge.
I recommend the merchant get in touch with our support team via the Shopify Help Center, so we can investigate this more closely and locate the order. Through our community forum, we do not have access to authentication tooling for privacy and security reasons.
I hope this helps!
