Why can't my customer complete checkout on my website?

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I have a customer trying to check out on my website and telling me they have tried different forms of payment but it will not allow them to checkout. 
Any insight on this?

Replies 2 (2)

Shopify Staff
1351 321 231

Hey, @MissJuLeP! Welcome to Shopify Community!


Have you had a chance to look at the abandoned checkouts in your admin? If you haven't, I suggest doing so as payment events are noted in the history of the abandoned checkouts. Payment events are essentially the customer's payment attempts and they will show details as to why a payment failed and why the order turned into an abandoned checkout. You may find the abandoned checkouts and their payment events by following the steps below.


  1. From your Shopify admin, go to Orders > Abandoned checkouts.
  2. Click an abandoned checkout.
  3. Scroll to History.
  4. Click a payment event.


The payment event should imply what the customer needs to do to resolve the issue they're encountering with checking out. If the information is unclear, or if there are no payment events or abandoned checkouts pertaining to the customer's attempt to order, please create a support request by visiting https://bit.ly/3cJkx8V so we can access your account and investigate.


After visiting the link and logging in, you'll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You'll then see the option to create a support ticket on the next page.

Summer | Social Care @ Shopify 
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Thank you for very much your prompt reply. I checked the abandoned cart and could not locate any payment details. I will submit a ticket.