Handling pending charges
Sections
Issue
Pending charges are a result of the 3D secure authentication process on Shopify, which requires customers to verify the purchase before the transaction can be completed. Read more about this process in our Managing Shopify's payment authentication guide.
Pending charges may also occur if you use SEPA/iDeal as your payment processor, as Recharge is waiting on confirmation from SEPA that the payment has been processed.
Environment
- Shopify Checkout Integration
- Migrated Shopify Checkout Integration (new customers)
As per Shopify, 3D Secure is required for Shopify stores located in the EU.
Click Customers > Order errors to view charge errors in the merchant portal.
- Recharge Checkout on BigCommerce
- Migrated Shopify Checkout Integration (pre-existing customers)
If a SEPA Direct Debit charge results in an error, the charge and shipping records are updated, and the charge enters the regular retry process. Once the charge is retried, the shipping records are updated to "pending."
Click Customers > Order errors to view charge errors in the merchant portal.
Resolution
Shopify Checkout Integration
Shopify sends customers with pending charges an email that includes a nextactionURL. The customer must follow the confirmation process outlined in that email to proceed with the charge. Contact Shopify Support for assistance regarding nextactionURL troubleshooting. Review the Managing Shopify's payment authentication with nextactionURL guide for further information.
Recharge Checkout
The charge will be updated once the "payment success" message has been returned from SEPA. You will receive a Delayed payment checkout success or Delayed checkout payment failed notification to let you know if the order has been processed. These are found your Recharge notifications.
Contact Stripe or review your SEPA/iDeal account directly to review payments in process.
