Re: Payment Authorized but not Paid

Why are my Facebook Shop orders marked as 'Authorized' but not paid?

Spycraft101
Tourist
9 0 3

I have two orders from earlier this week which are still marked as 'Authorized' but did not pay out like normal after I fulfilled them. Both of them are via Facebook Shop. This has not happened before with any other orders, and I do not see any way yet to force payment. 

 

The authorizations will expire in two days. Any assistance would be appreciated. 

Replies 5 (5)

Moira
Shopify Staff
2079 227 329

Hey @Spycraft101,

 

Thanks for reaching out in our Community forums, I’d be happy to help!

 

You mentioned that you are being asked to authorize two payments. This is typically caused by how you capture your payments. For instance, automatic payment capture is the default setting and saves you time when processing orders and is used by most merchants. However, you may capture payments manually. If that's the case, then an order's payment status is Authorized, and you'll need to capture payment before you are paid for the order.

 

Can you please head to Settings > Payments and let me know what you see when you click on the Manage button beneath "Payment capture"?

19-14-21671-61554

 

Secondly, the way orders are processed through Facebook Shop differ slightly. When an order is placed on Facebook and Instagram, a hold is placed on the order and an on hold status displays next to the order in your Shopify admin. This hold allows for Facebook's payment authorization, and fraud analysis, and you can't fulfill the order until the hold is removed. The hold is typically removed within 5 minutes, but might be in place for up to 24 hours.

 

Adding tracking information is a requirement of using Facebook and Instagram by Meta. You can add tracking information to an order when you mark it as fulfilled. After you enter the tracking information and click Fulfill items, Facebook then reviews the purchase before capturing the payment. After the payment is captured, the order status changes to Fulfilled.

 

Also, you are seeing the expiring notice as all credit card payment providers have an authorization period to allow a charge to be made to a customer's credit card. Feel free to check out our guide to learn more here.

 

Let me know how you get on!

Moira | Social Care @ Shopify
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Spycraft101
Tourist
9 0 3

Moira,

 

 It's already set to automatically capture payments. I've had thousands of orders over the past couple of years and this issue only emerged this week, specifically with two orders. So it's a new situation for me. Thanks. 

Moira
Shopify Staff
2079 227 329

So that we can provide you with your next steps regarding this situation, we'll need you to contact our live support team via the Help Center here by typing contact support in the chat box. From there, you'll have the option to connect with a live support team member, where we'll then be able to authenticate you against the correct store to conduct a more in-depth investigation from our end.

Moira | Social Care @ Shopify
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- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog

cromence
Visitor
1 0 0

Currently having this same issue.  Has a solution been figured out?  Shopify support sends me to Facebook support, and Facebook support says there is technical issues with their support.  My authorization expires today, the order is fulfilled and still not collected payment.

Moira
Shopify Staff
2079 227 329

If you use an app that interacts with your orders, then you might experience issues processing orders placed using Checkout on Facebook and Instagram. Your app might need to be updated to use this feature. Learn more about processing orders from Checkout on Facebook and Instagram.

Moira | Social Care @ Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog