Why are customers repeating orders without payment on my site?

ShinySkinCo
Visitor
1 0 1

im getting the same customers ordering the same product over and over again but no payment being made or actual order being put in? could it be a website technical issue or a customer kinda issue?

Replies 2 (2)

Erin
Shopify Staff
942 127 146

Hi, @ShinySkinCo. I'm happy to help you out with this! Has this customer ever contacted you about issues placing an order? Also, are you noticing any abandoned checkouts from other customers?

 

If you're seeing these orders as abandoned checkouts this means that the customer reached the checkout with items in their cart, but they decided not to place the order. They also may have had an issue when they tried to place the order. The best way to double check whether this was intentional or not is to view the payment events for that abandoned checkout. You can do this by clicking the specific order you want to look into on the Orders > Abandoned checkouts page. Once you're viewing the order, scroll to the History section and the payment events will be shown. If there was an issue with the payment for the order, you will see it here. The steps to view payment events for an abandoned checkout are explained on this page as well.

 

If there are no payment issues mentioned, there are some other reasons that could explain why the order wasn't completed. One reason is that the product needs to be shipped and the customer was having trouble getting shipping rates for their order. To check this, and to make sure your checkout is working correctly in general, I recommend you do a test checkout on your online store. We have a guide on placing test orders here to help you do this.

 

If your checkout and payment provider are working properly, this likely means the customer chose not to continue with their purchase. There are many different reasons why this could happen. For example, they may have noticed the shipping cost is higher than expected, or they may just want to purchase the order at another time. If you're noticing this happen often, setting up reengagement automations can help you recover some of these abandoned checkouts. We have a helpful guide on recovering abandoned checkouts here. This guide on the new abandoned checkout automation can help as well.

 

Please let me know if you have any questions!

Erin | Shopify 
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flareAI
Shopify Partner
2405 223 535

Hello @ShinySkinCo,


This is Gina from flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot.


If you're encountering a situation where customers repeatedly place orders for the same product without making payments or completing the actual ordering process, there are three possible causes to consider.


* Customer-related issues

Some customers may intentionally or accidentally generate multiple orders without finalizing the payment. This behavior can arise due to reasons like testing the checkout process, accidental clicks, or attempts to exploit system vulnerabilities. It's crucial to differentiate between genuine customers experiencing difficulties and those causing disruptions. Analyze your order logs and reach out to customers who have placed multiple unpaid orders to clarify the situation and offer assistance if necessary.


* Technical issues

It is plausible that your Shopify store or payment gateway integration is experiencing technical problems. These issues could lead to errors during the order completion process, resulting in unsuccessful payments. To troubleshoot this, review your payment settings and check for any error messages or payment processing notifications.


* Bot Involvement

Another potential factor to consider is the presence of bots. Bots are software programs created to automate various tasks, and they might be responsible for adding products to carts without finalizing the purchase. To identify and prevent bot activity on your website, you can utilize a bot detection service that helps you recognize and block bots from accessing your site.


To address this matter effectively, consider the following steps.


-> Monitor your store's analytics and order logs to identify any patterns or specific customers consistently placing incomplete orders. Contact these customers directly to clarify their intentions and provide support if needed.


-> Review your store settings and payment gateway integration to ensure they are properly configured and functioning correctly. Consult Shopify's documentation or contact their support for guidance.


-> Ensure a simple and streamlined checkout process. By minimizing the number of steps involved in the checkout process, you can reduce the likelihood of customers abandoning their carts. Opt for an easy and straightforward checkout experience to enhance conversion rates.


-> Send abandoned cart emails. Abandoned cart emails are a great way to remind customers about the products they've added to their carts and encourage them to complete their purchases.


-> Provide complimentary shipping or additional incentives. By offering free shipping or other enticing incentives, you can motivate customers to finalize their purchases.


-> Implement measures to discourage or prevent repeated incomplete orders. For instance, you can introduce additional steps in the checkout process, enable CAPTCHA verification to prevent bots, or employ fraud prevention mechanisms.


-> If the issue persists and you cannot identify the cause, it might be beneficial to seek assistance from Shopify's support team or consider consulting a Shopify expert who can help diagnose and resolve the problem.


Please don't hesitate to reach out if you require any additional assistance.


Gina

flareAI : Get Sales from Google Search, on Autopilot
$10+ billion in eCommerce on Google Search, every day. Find out how much you are missing