Why are customers unable to complete orders with test mode enabled?

[sereniscents]

Hello hope you doing well um when I do bogus gateway to test the payment that works but when I enable test mode on adyen or authorize.net to test doesn't work hope you solve that I suffered for that problem because I see costumers placing the order and reached checkout but they don't complete the order

[Kimi]

Hi, @sereniscents.

The two payment providers you mentioned are third-party, and are therefore managed and supported by their respective developers and teams outside of the Shopify platform. Because of this, your next best step here is to contact their support team directly for troubleshooting, as they're best equipped to support you with any potential issues that may be occurring on their gateway.

Out of curiosity, is there a particular reason why you're using those payment gateways? If eligible, we have our native payment gateway of Shopify Payments available to use too. I'll leave our guide for Shopify Payments here in case you'd like to read more about it and check your store's eligibility for it.

[sereniscents]

And whats the payment you have doesn't have third party to do it for my store

[sereniscents]

I do this payment for testing if the payment for costumers works can you recommend me some providers that I can use for my store without any issue

[Kimi]

@sereniscents 

As mentioned, you can look into using Shopify Payments on your store, which is our native payment provider option. Shopify Payments is limited to specific regions, however, and you must also check to see if your business meets the region criteria.

Where is your store located and operating from? Have you checked the Shopify Payments guide I linked in my previous reply?

If not, I encourage you to access the link and go through the document on your end, as it'll give you a better idea of our Shopify Payments offering and whether or not your business is eligible to use it.

[sereniscents]

The problem is that me I locate in morocco and I do the usa adress but when I do the payment provider shopify payment they required me some like ssn but I don't live in usa so yeah

[Kimi]

@sereniscents 

Gotcha, thanks for the added context.

Shopify Payments accounts are region-specific, so if you'd like to use Shopify Payments in any region, you'll need to meet all the requirements listed for that specific region and be able to fill out all the fields of the Shopify Payments onboarding form.

At this stage, Morocco isn't a supportable region for Shopify Payments, so I encourage you to browse our list of third-party payment gateways here instead. You can type in your country within the box provided on that page, and a list of payment gateways will appear. I can see that the popular gateway of PayPal Express Checkout looks to be on the list for Morocco, so if you haven't already done so I recommend considering them and looking into them in more detail to see if their gateway will suit your business' needs.

Keep in mind that because all payment gateways on the list in the above link are developed and operated outside of the Shopify platform, if you have any questions or concerns about any of them you'll need to contact the respective gateway's support team directly as they're best equipped to help you.

[sereniscents]

I'm already have PayPal provider in my store but what if the costumers doesn't have PayPal I need provider that like have cards that why I did usa address and I did adyen providers etc..

[Kimi]

@sereniscents 

Depending on the region, you can enable guest payments for your store's PayPal Express Checkout, and this will allow your customers to pay with their credit card without needing a PayPal account.

Activating this feature will require that you link your own credit card to your PayPal business account, and you'll then need to change the settings in your PayPal account by following the instructions in this guide. As mentioned however, because this feature is only available for some regions, you can contact the PayPal support team directly if you'd like to confirm whether or not this feature applies to Morocco. More information about this can be found in our help guide here.

Alternatively and as mentioned, you can also look into implementing a different payment gateway from the list I sent in my previous reply, to allow customers to pay for their order on your store using their card.

[sereniscents]

but when i do paypal and i go check in my checkout i see you can pay just with paypal and not a credit card options not like if i do a provider like a i mentioned before 

[Kimi]

@sereniscents 

Have you turned on the guest payment feature on your PayPal account?

As explained in my previous reply, if your region supports it you can turn the feature on by following the steps listed in the link I shared in my earlier reply. Once guest payment is enabled, customers can then pay for their order on your store using their card.

[sereniscents]

Hello the problem I have now I need to active shopify payments but I'm not living in usa they tell me ein or ssn idk what is it but I'm not living in usa that's the problem

[sereniscents]

I fixed that  problem but I changed the location to united Kingdom the problem is in the shopify payment has pound currency and the costumer will see the pound currency is there how to change it to dollar without change the location to united kingdom

[Kimi]

@sereniscents 

You can change your store's currency by navigating to Settings > Store details. From there, scroll down to the Store currency section to choose your preferred currency from the list.

Just a note that if you've made any sales on your store, you won't be able to change your store's currency directly from the Shopify admin yourself. Our support team will need to update this on your behalf, so if this is the case for your store please contact our live support team via the Help Center here and by typing contact support in the chat box, and we can assist you further with this.

I'd also like to reiterate once more, that our Shopify Payments gateway is region-specific, meaning that you'll be required to meet all the requirements listed for the specific region that you signed up for. You mentioned that you're based in Morocco, but are now using Shopify Payments UK — can you confirm for me if you meet the requirements listed here to be using Shopify Payments UK please? 

The reason that I'm asking is because our Shopify Payments team, along with our banking partners, can contact you at any point to review your account information. If they've found that your account doesn't meet the requirements to be using Shopify Payments UK, they may then let you know that you won't be able to continue using Shopify Payments unless you can provide the necessary information or documents to support your account's eligibility to be using Shopify Payments UK. I'd just like to ensure that you're fully aware of this, in case your account is placed under review by our team.

[sereniscents]

No I change the region to uk because I'm in and the problem the currency not to change I have dollar currency but when I did uk shopify payment changed to pound and I need to change it to dollar but still in uk shopify payment

[Kimi]

@sereniscents 

Just so that I'm fully understanding what you're looking to achieve, are you wanting to change your website's currency to dollars/USD? Or are you looking to change your store's payout currency, meaning the currency that you're getting paid on your bank account, to dollars/USD?

If it's the first scenario, I've outlined the steps on how you can change your website's currency in my previous reply — have a read through it in order to achieve this for your store.

If you're looking to change the currency that you're getting paid in however, this isn't a feature that's currently available for stores with a UK location — for the UK, only GBP (Pound sterling) is available as a payout currency. While Shopify Payments does allow for stores to sell and get paid in different currencies, at this stage the feature is limited to certain regions and currencies only. You can check this help guide, in particular the table available within that page, to see the available payout currency for each of the Shopify Payments supported region.

[sereniscents]

I want to change when the costumers but the product and go to checkout they see the total price in dollars like before not in pound

[sereniscents]

I have another problem they can't let me buy the shopify plan they tell me your card couldn't be verified because it was declined

[Kimi]

@sereniscents 

Gotcha — if you're looking to change the currency of your store back to dollars, so that customers can pay in dollars on checkout, you can follow the steps I outlined previously in order to achieve this. The same instructions are also available in our help guide here. As stated on the help guide, if you don't see the option to change your store's currency within the admin, please contact our live support team so that we can help make this change for you from our end.

In regards to your subscription fee payment, can you check that the card you're using meets the following requirements please?

• Must be a debit card or a post paid credit card (pre-paid credit cards are not supported, but may work)
• Must be co-branded with Visa, Mastercard, or Amex
• Must be capable of accepting charges in your store's billing currency. If your store address is set to the UK, make sure that your card can accept charges in GBP
• Must be capable of making online purchases
• Must be capable of accepting recurring billing
• Must have appropriate funds available
• Must enter billing address and details the same as what your bank has on file
• Must not have a restriction on how much the bank will allow to be processed at once

If you've ensured that all of the above criteria are met, but you're still running into issues with paying for your subscription, you can reach out to your bank or card issuer directly so that they can help you troubleshoot the card decline and investigate this further for you from their end.

More information on paying for subscription fees can be found in our help guide here, and in our Billing FAQ here.

[sereniscents]

no the payment that i want to pay is on another store not this new one ofc and i want to pay billing to start like costumize and they tell me your card has been declined but my card is working with all requirements so please if you can fix in this 2 days because i need the store and thank you

[Kimi]

@sereniscents 

As mentioned, if the card meets all of the requirements listed please contact your bank or card provider so that they can investigate the failed payment on their end.

If you haven't already done so, I also recommend trying to pay for the charge via an incognito window, or a different browser or device to see if that helps.

If the above still hasn't worked, and if your bank or card provider has confirmed that there isn't an issue with your card, please contact our live support team via the Help Center here so that we can further assist.

[sereniscents]

Hi me again sorry for bothering you hm the problem that I face is the costumers reached checkout and not completing the orders and all the payment are working no problem can you tell me why exactly

[sereniscents]

And where I can find names of those who didn't complete the orders cuz when I go to abandoned orders I se ejust mine when I was trying the payments

[Kimi]

Hi again, @sereniscents.

There could be a variety of reasons why customers aren't completing their orders — if your checkout is functioning as intended, then it's typically not something that we can specifically pinpoint the reasoning for.

At the end of the day, while some stores may see a high amount of traffic on their website, the purchase decision lies within the customer. As there are a few factors that can influence a customer's purchase decision, I encourage you to go through some of these factors in our blog here, to see if you can analyze your store from a customer's perspective and make any necessary changes where you see fit.

Keep in mind also that at times, there could be external factors beyond your control as a business owner that can impact the overall success of your store. Industry trends, for example, may influence consumer behaviour and their purchasing decisions too. So it's important to identify and analyze these factors, and adapt to changing circumstances in order to navigate these challenges, which is all part of doing business.

If you're open to feedback for your store, feel free to share a link to it here on this thread, and I'd be happy to look through it and offer my suggestions.

In regards to the abandoned checkout, just a note that if a customer reaches checkout but doesn't enter any of their information, Shopify's system won't create an abandoned checkout for them since there is no customer information to associate the checkout with. So in order for a customer's purchase attempt to show up on your store's abandoned checkout list, the customer will need to not only click into the checkout button to reach it, but also enter their customer information before leaving the checkout process.

[sereniscents]

This is my link sereniscents.com if you can check it for me and let me know if there is a specific problem to that situation 

[Kimi]

@sereniscents

Thanks for sharing your store link! A couple of things stood out to me, I'll list them below for you to go through on your end:

1. When attempting to access your website, it took quite a while for it to load — I even had to refresh my page a couple of times before I could successfully access it from my end. I went ahead and checked your domain's DNS records via this third-party website, and it looks like your store currently has two A records available.
   
   For more context, domains with multiple A records attached to them could lead to issues, even if one of the A records is correct. So from here, you'll need to access your store's domain and remove the A record that isn't pointing to Shopify, which I've highlighted below:
   
   

    

   It looks like your domain isn't hosted on Shopify, so if you need help with removing that A record from your DNS settings, then you can reach out to your domain provider's support team directly so that they can help.
   
   
2. Your homepage appears to be unfinished, am I correct to say that you're still currently working on your store?
   
   
   
   As seen above, there are still some default text placements, as well as missing images. All of this can drive a potential customer away from your store, as a website with missing information (or one that appears unfinished) can make your business look unprofessional or unreliable, which will ultimately erode customer trust.
   
   Seeing as the homepage of your store is often the first page that customers go to, it's important to leave a good first impression, as an unfinished designed website can create a negative first impression and deter customers from returning to your website again. Because of this, I suggest going through your homepage, as well as your website as a whole, to make sure that everything is fully completed — make sure to check for any grammatical errors or spelling mistakes too, as something as small as this can also impact on customer trust and how they view your business. Feel free to review this blog for tips on how you can design an effective homepage.

I'll leave it at that for now for you to work on — I can see that you've set a password page on your store, which is a great idea while you're making changes to it. Other resources that I think you'll benefit from are available below, feel free to go through them on your end as you see fit:

• Fresh eyes: Reviewing your Shopify store from a customer's perspective
• Launch checklist
• How to design your online store

[sereniscents]

Yep it was still in working now I end it but the problem loading idk how to fix it I did seo optimization but u don't think is can resolve the problem the a record domain is it the problem of loading?

[Kimi]

@sereniscents 

The loading issue wouldn't have anything to do with your store's SEO. As mentioned, having more than one A record attached to your root domain can cause issues, and I can see that you still have two records available currently for your root domain.

Removing the incorrect A record, the one I outlined in my previous reply, should fix the loading issue. But keep in mind that any changes to a domain's DNS settings may take up to 48 hours to be implemented fully, so after removing the incorrect A record you may have to wait before you see an improvement with your store's loading issue.

[sereniscents]

where I can fix this a record when I go to namecheap I see the same ip address at shopify where is the problem and how to fix it

[Kimi]

@sereniscents 

As your domain is hosted on Namecheap, which is a third-party provider that operates outside of the Shopify platform, you'll need to contact the Namecheap support team so that they can help you. You can send them this link, and the screenshot I previously shared, which shows the incorrect A record that you're looking to remove from your root domain.

[sereniscents]

Hi its me again the problem i have that when i do verification in shopify payments like photo of passport and adress verification document i did but hey tell me the type of your photo id is not submitted is not accepted as proof of identification please submit passport or driver’s liscense instead but i i submit passport image and adress verification wtf?!

[Kimi]

@sereniscents 

I won't be able to check why the documents you've submitted haven't been accepted by the system, as our Community Forums team don't have access to accounts from our end to be able to assist with matters like these.

So from here, please contact our live support team via the Help Center here by typing contact support in the chat box. You'll then be connected to a Support Advisor, who can provide you with your next steps. If required, they can also get in touch with one of our verification team members on your behalf, for further investigation of your Shopify Payments account and the documents you're attempting to submit.

[sereniscents]

The problem that i dint have that identification because im still young i did my brither instead and they tell me this photos id  is not proof as identification can you olease tell me the answer here because i dont have time to search for another support team to tell me same thing because costumers they want to buy and they can because of this 

[Kimi]

@sereniscents 

Our support within the Community Forums is limited to general topics and enquiries only. As mentioned, our Community Forums team can't access accounts on our end to help with account-specific cases like these.

As much as I'd like to help, we simply don't have the appropriate access, tools, or resources via the Community in order to provide you with a solution for this matter. Our live support team are best equipped to help you — there isn't another option here, and as this is your next step, you'll need to contact them as per my last reply.

[sereniscents]

The problem i have i cant find it in the previous linj you tell me anyways you told me the support doesnt have acces to store but how to fix my problem then i can i do exactly what they tell me but then they said we dont accept that as a proof of identification can you please search and tell me because i dont have time to waste

[Kimi]

@sereniscents 

To clarify, our Community Forums team are the ones that do not have access to your account — the live support team who you connect with via the Help Center do, as they'll be able to authenticate you for the correct store in order to access your account information and provide you with the most appropriate support.

I've provided instructions on how you can connect with a live support team a couple of times before on this thread, but here it is again if you need it:

1. Go to our Help Center via this link
2. In the chat box, type contact support
3. The chat assistant will guide you to select a store. Click on the link provided in the chat and select your store from the list
4. You'll then join the queue to speak with one of our Support Advisors via live chat. You can stay on the queue and wait until a live support team member joins you on the chat, and they can then help you further from there

Please follow the steps above to speak with our Support Advisor about your case, as it's outside of the scope of our Community Forums team to assist you with this situation moving forward.

[sereniscents]

I cant find what you told me i find multiple topics and when i pick one they show me some videos i cant find someone to talk to him to explain him that

[sereniscents]

Why this why you dint solve the problem i didnt do anything wrong i did what should i did and they tell me nop you are wrong 

[Victoria]

Hi, @sereniscents

Thank you for your reply.

I'm taking over for my colleague, and I'm up to speed on your conversation.  

I understand you're having a bit of difficulty navigating the Shopify Help Center. 

When accessing the Shopify Help Center, are you able to locate the Help Center Assistant chat box on the right-hand side? I'll share a screenshot below for better visibility.

From there, you can follow the steps shared above provided by my colleague in order to be connected to a Support Advisor.

In your most recent reply, are you able to share a bit more context? Were you able to speak with a member of our team regarding the issue?

I look forward to hearing back!

[sereniscents]

Thank you very much for your explanation i will look for it

[Victoria]

No problem, @sereniscents.

We're here if any other questions come to mind. 

[sereniscents]

Hi no answers i still not knowing what to do about that