Sections

• Issue
• Environment
• Resolution

Issue

Customers may sometimes see a payment declined message when purchasing a post-purchase offer. This can happen for two main reasons:

• Bank decline (customer side)
• Payment processor decline (payment processor side)

Environment

Resolution

In this case, the post-purchase item was added to the order when the customer accepted a post-purchase offer, regardless of payment success.

• If the payment succeeds, you'll see an additional transaction in the order, and the order is marked as "paid."
• If the payment fails, the upsell item is still added, but there’s no additional transaction, so the order status remains "partially paid."

In this scenario, Shopify automatically emails the customer, explaining that the item was added to their order but is unpaid, and provides a link to complete payment.

On your end, the order appears as "partially paid" because the accepted offer did not have a successful payment. You can reconcile the order by:

• Collecting payment from the customer
• Editing the customer's order to remove the unpaid item