How to Handle Failed Orders

Details common reasons why customer orders fail to complete and actionable steps merchants can take to diagnose and resolve issues.

Step 1: Inspect Order Failure Notes

Open the order record to see if a payment gateway rejection or connection error was recorded.

Step 2: Verify Gateway Configuration

Confirm that payment settings are active and that no required fields are blank.

Step 3: Assist the Customer

If the customer reached out, suggest retrying with an alternative payment method or checking card authorization.

Clear understanding of failure reasons and steps to assist customers in completing checkout.

Problem: Repeated Payment Rejections Across Multiple Customers

Solution: Check your payment provider configuration in Payment Settings to ensure API credentials or status toggles are valid.