Frequently Asked Questions About Orders

This article offers solutions to frequently encountered issues and concerns in daily order management. Our goal is to help you address any uncertainties that may arise.

Why does the email for abandoned checkouts fail to send?

We have manual and automatic methods for sending abandoned checkout recovery emails. Manual sending requires merchants to manually act, while automatic sending follows preset templates.

• Manual Sending
  • Limitation: Emails can only be sent once within 24 hours. Once an abandoned checkout creates an order, it enters a recovery status, and the corresponding abandoned checkout email cannot be sent.

• Automatic Sending
  • Limitation: It is executed based on the preset email template. The automatic sending is triggered by the creation date of the abandoned checkout, which means each recovery template will only be sent once. If the abandoned checkout lacks information (such as user details), it may result in a failed delivery even if the sending time has arrived.
    • For example:
      • Abandoned checkout recovery templates: sent at 10 minutes, 30 minutes, and 50 minutes.
      • Abandoned checkout was created at 12:10, and user information was added at 12:25. The 10-minute template won't be triggered, but the 30-minute and 50-minute templates will. Both the 30-minute and 50-minute templates can only be triggered once.

Steps to process abandoned checkout email delivery failure/delay:

• Step 1: Identify the time when the abandoned checkout was created.
• Step 2: Identify the time when user information was obtained for the abandoned checkout. 
• Step 3: If the time of obtaining user information is later than the recovery email queue time, the corresponding template can't be sent.

Additionally, unfinished abandoned checkouts have a validity period of 180 days. After expiration, abandoned checkouts that haven't resulted in successful orders (i.e., invalid abandoned checkouts) will be closed and will not appear in the abandoned checkout list in the Admin.

Why does the payment amount differ from the order amount?

Normally, the payment amount should match the order amount exactly. However, there are two scenarios where they may differ:

• 1. When the payment amount exceeds the order amount, it is considered a repeat payment.
• 2. When the payment amount is less than the order amount, it is referred to as a partial payment.

The issue occurs due to a customer's actions during the checkout process. Currently, there may be a delay in receiving payment results from payment channels. If a customer modifies the checkout details or makes an additional payment during this process, it can lead to inconsistencies between the order amount and the payment amount. 

For example:

Once customers enter the Checkout page and initiate payment.

• Scenario 1: Customers return to the Checkout page and make changes such as applying/canceling coupon codes or adding/removing items. These modifications can affect the total amount, causing the order amount to increase (beyond the initial payment amount) without completing the payment process. As a result, only a partial payment will be made towards the order.
• Scenario 2: If a customer makes changes on the Checkout page and initiates payment again, there will be two payment amounts for the same order. As a result, the order amount will be less than the payment amount, leading to duplicate payments.
  • If the payment amount exceeds the order amount, it will result in an overpayment. This will be indicated by a duplicate payment notification in the order list. To resolve this issue, please contact the customer to verify the payment outcome and initiate a refund. Once the refund has been processed, the duplicate payment notification will be removed.
  • If the payment amount is less than the order amount, a partial payment will occur. In such cases, you should contact the customer to request additional payment.

Why do I receive an error reminder when editing products?

There are two types of product editing operations: adding products and deleting products. When you edit a product, the order will be recalculated to update order base information, payment details, and shipping status. Based on the latest order information, you may need to contact the customer for additional payment or a refund.

• Adding Products: The product editing feature allows you to add new products. You can modify the quantity of existing product lines or add new ones.
  • If a discount on non-individual items has been applied to the original product line, the quantity and price of the products in that line can't be modified.
    • Non-individual item discount: It refers to a discount available when a specific spending threshold is met. Once reached, a fixed amount or percentage discount is applied to the total purchase.
    • Individual item discount: It refers to a discount, such as a limited-time promotion, where the price of an individual item is directly reduced.
  • If the original product line has applied an individual item discount or no discount, the item quantity of the original product line can be modified.
• Deleting Products: You can delete products while editing them, but remember that at least one item must be kept in each order. It is not possible to delete all products. For example:
  • Scenario 1: If there is an order with 3 pieces of Product A, you can delete a maximum of 2 pieces of Product A.
  • Scenario 2: If there is an order with 2 pieces of Product A and 1 piece of Product B, you can:
    • If you delete Product B, you can delete a maximum of 1 piece of Product A.
    • If you delete all pieces of Product A, you can't delete Product B.
  • When you attempt to delete all products, no error reminder is displayed on the interface. However, when you try to save the order, an error reminder will appear.

Why can't I apply for a refund/ haven't received a refund?

SHOPLINE offers two refund methods to select from: refund to the original payment method, and Mark as refund. The refund availability depends on the payment method used.

• For customers who paid through custom payment methods or offline payment methods, you can only mark refunds through the method customer used. You can then make the payment to the customer through offline transfer. Insufficient funds or abnormalities with your payment account may result in a failed payment. 
• For customers who paid through online payment methods, such as credit cards, SHOPLINE payment, there are two refund options available: Refund to the original payment method and Mark as refund. 
  

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  • If you opt for a refund to the customer's original payment method, the refund will be processed accordingly. Different payment channels have varying refund processing times, resulting in variations in the time customers receive their refunds. Please refer to the specific payment channel for accurate timelines.
  • If there are any issues with your account or if your order is flagged for risk control (such as when a customer files a complaint), refund processing can't be performed.
    • After a paid order is canceled, refund processing is temporarily unavailable. Once an order transitions from risk control to payment success, you can proceed with the refund operation.

Why are transaction fees charged on canceled or refunded orders? Can they be refunded?

No, transaction fees cannot be refunded.

Transaction fees are applied once a payment is successfully completed. Even if an order is later canceled or refunded, the transaction fee remains non-refundable.

While the order amount can be refunded to the customer, the transaction fee cannot be returned to you because the payment process has already been completed.

Recommendation: When defining refund or cancellation policies, be sure to factor in non-refundable transaction fees.

Why can't I upload logistics information for products?

The ability to upload logistics information for a product depends on its properties and parameters, specifically whether it requires shipping. If a product does not require shipping, SHOPLINE supports excluding the uploading of logistics information. However, if a product that was meant to be shipped is mistakenly set as not requiring shipping, resulting in a failed upload of shipping information, it may impact reconciliation and other related matters. In such cases, you can consider the following solutions:

• Solution 1: If reconciliation is affected, you can contact the channel to confirm the reconciliation information, such as manually providing the shipment document.
• Solution 2: Apply for a refund and ask the customer to place a new order.
• Solution 3: Add a new product (ensuring the amount is adjusted to 0) and upload the shipping information. This solution requires us to inform you that the newly added item doesn't require shipping.