Why isn't my payment capturing automatically?

BreannaD
Visitor
2 0 6

Hello All,

 


I recently got an order and payment status says authorized and I have a notification to capture payment but my payments are set up to capture automatically and I tried to capture payment but there’s no option for that. Any suggestions on what to do? Thank you! 

Replies 11 (11)

Victor
Shopify Staff
2532 232 539

Hi @BreannaD,

 

It sounds like you have your payment authorization settings in Shopify set to manual capture, meaning you are required to manually capture the funds prior to the authorization window ending.

 

Given that you've stated that you see no option to capture the funds, can you please head to Settings > Payments and let me know what you see when you click on the Manage button beneath "Payment capture"?

 

29-10-15197-50793

 

If it's set to automatic, is it possible that you changed it from manual to automatic after the order in question was placed? Can you also please tell me if the customer paid for their order via credit/ debit card through Shopify Payments, or if another payment method was used?

Victor | 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

BreannaD
Visitor
2 0 6

Hi Victor it does have the automatically option chosen. That’s something I’ve never changed or updated it’s always been set to automatic and I’ve never had issues with other payments coming through. 
As far as the order goes it shows it was paid with a credit card. The order came through Instagram/Facebook if that makes a difference?  It says under gateway it was Shopify payments and status says success and type says authorization. 

Victor
Shopify Staff
2532 232 539

Hi @BreannaD,

 

Thank you for clarifying the details of the order. It's hard for me to say what might have caused this without taking a look at your store, the order, and your payment settings, so I would recommend contacting our support team directly for further assistance. They can take a closer look at this for you as you can authenticate yourself on your store when getting in touch through phone, live chat, or email. 

 

Please reach out to our team through the link above and we'll be happy to troubleshoot this for you in more detail.

Victor | 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

katiejoy
Visitor
1 0 2

What did you find out? I'm having the same issue. Curious to know if you found a solution.

b_rad
Visitor
1 0 2

I am seeing the same issue as of a few month ago...some order come in, very few, and say capture payment. and I click that and it works but as of late some are not valid after 4 attempt to pay but they show  up in Shopify and say capture payment,. only to fail when you try to capture payment and the order already went out....

baby_step_books
Tourist
5 0 1

Same issue here as well. The unfortunate part, is that I had to fulfill the order before capturing the payment. So now I'm out $100 if I can't figure out how to get this captured in the next 40 hours...

Kddesigns1
Tourist
3 0 0

Did you ever figure it out. I’m currently in this situation 

 

baby_step_books
Tourist
5 0 1

I think I just waited a day, and it automatically captured the payment. I think Facebook just waits until the order is fulfilled first before they release the money.

baby_step_books
Tourist
5 0 1

Update: I think I just waited a day, and it automatically captured the payment. I think Facebook just waits for the order to be marked as fulfilled before they capture the payment.

debiday
Visitor
1 0 0

I am having this problem and have been pushed back and forth from meta pro support to shopify and back, spending hours on support chat, no resolution. I was finally able to capture the payment on my mobile app, despite having "loading..." message on desktop and no other error message. Why does this not actually capture the payment even though it says the payment was captured? I only have one day left before I lose this payment, and according to support, I will have to PERSONALLY email the customer and send them a paypal link to ask them for payment which I think is ridiculous. Any help? Feedback here?

Kddesigns1
Tourist
3 0 0
Oh no that is terrible. I was on with Shopify and meta yesterday. Waiting to hear back from.