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Orders FAQ


1. Why would I fail to send a recovery email for abandoned checkouts?

There are two ways to send a recovery email: send manually, which depends on the manual operation of merchants; and send automatically, which is sent automatically according to the preset template.

  • Send manually
    • Restriction: Only be sent once within 24 hours. When the abandoned checkout is generated after the order, the abandoned order is recalled status, and the corresponding abandoned email cannot be sent.
    • Steps: Abandoned Checkouts > click on any abandoned checkouts you want to view > Send a recovery email.
  • Send automatically
    • Restriction: Automatically executed based on the preset email templates. The automatic sending is based on the creation time of the abandoned checkout, which means that each recall template will only be sent once. If the abandoned checkout is missing information (e.g. user information), it may generate the problem of failing to deliver when the time is reached.
      • For example:
        • Abandoned Checkouts templates: sending in 10min, 30min, 50min;
        • When creating the abandoned checkouts at 12:10 and adding the users’ information at 12:25, then the 10min template will not be sent out, while the 30min and 50min templates will be sent to the customers once separately.
    • Steps: Settings > Notifications > Advanced settings

Steps to tackle the abandoned checkout email delivery failure/ delay problems: 

  • Step 1: Determine when the abandoned order is generated;
  • Step 2: Determine when the abandoned order obtain users;
  • Step 3: If the time to get user information is later than the recovery email queue time, then the corresponding template cannot be sent.

Besides, the validity of the unfinished abandoned checkouts is 90 days, and the abandoned checkouts that are not completed after the expiration date will be closed, and the closed abandoned checkouts are not visible in the admin's abandoned checkout list.

2. Why are the payment amount and the order amount inconsistent? 

Usually, the payment amount and the order amount are precisely matched; under certain scenarios, the inconsistency between the payment amount and the order amount may arise, which can be divided into two categories:

  • 1. Payment amount > order amount, called duplicate payment;
  • 2. Payment amount < order amount, called partial payment;

This problem arises with how the abandoned checkout generate orders and how channels return results. The same abandoned order will only generate a visible order. When the channel payment results returned with a delay, it will result in multiple payments to consumers, for example:

  • Step 1: Consumers enter the settlement page to initiate payment to generate order A (associated abandoned order A), order A is not visible single;
  • Step 2: The payment channel does not return the payment result for the time being;
  • Step 3: The consumer re-enters the settlement page to edit information, such as using/canceling discount codes, adding/deleting products and other operations, which may change the settlement amount;
  • Step 4: The consumer initiates payment again to generate order B (still associated with abandoned order A), order B is not visible order;
  • Step 5: The channel returns two payment results, because order B is the last order of the abandoned order A, so the two payment results are tied to order B. According to the two payment results and the amount of division:
    • If the payment amount > the order amount, it will produce an overpayment, and the order list will appear the prompt of repeating payment. In this case, the merchant needs to contact the consumer to confirm the payment result and make a refund, and the duplicate payment prompt will disappear after the refund.
    • If the payment amount is less than the order amount, a partial payment will be made. In this case, the merchant will need to contact the consumer to make a supplement payment.

3. Why is there an operation error prompt for editing products?

There are two types of operations for editing products: adding products and deleting products. After editing the goods, the order will be updated with the order information as well as the status of payment and shipment for the second billing. Depending on the latest information of the order, you may need to contact the consumer to make up the payment, refund and other operations.

  • Adding new goods: Edit products supports adding new products, modifying the quantity in the original product line, and adding new product lines;
    • If the original product line has applied non-single product discount, the quantity, and price of the product in the original product line are not modifiable;
      • Non-single-item discounts: Full discounts, full discount categories, i.e. discounts that need to achieve a certain amount;
      • Single-item discounts: limited-time discounts with a direct price reduction;
  • If the original product line is applied to the single product discount or no discount, the number of products in the original product line can be modified;
  • Deleting goods: Editing goods supports deleting goods. However, at least one item must be retained in a single order, and not all of them can be deleted, for example:
    • Scenario 1 - In this order, there are 3 commodity A, then commodity A can be deleted up to 2;
    • Scenario 2 -  In this order, there are two commodities , 2 Commodity A and 1 Commodity B:
      • If B is deleted, then commodity A can be deleted by up to 1;
      • If all of A is deleted, then item B cannot be deleted;
    • When all of them are deleted, there will be no error message in the operation interface, and there will be an error message when saving the order.

4.Why can not apply for a refund / not received a refund?

Shopline supports two ways of refund: original return and manual refund, both of which are related to the payment method:

  • If the payment method is custom payment method and non-online payment method, the refund method only supports manual refunds, such as custom payment method and Japanese convenience stores;
    • By choosing manual refunds, the merchant credits the consumer via offline transfer. The credit may fail if the merchant's crediting account has no money, the crediting account is abnormal, etc;
  • If the payment method is an online payment method, the refund method supports both manual refunds and original refunds, such as credit cards and other payment methods;
    • Choose original way refund, the refund amount will be refunded according to the payment method. The time for consumers to receive refunds varies depending on the different refund times for different payment channels;
    • When the account is abnormal, the order is in the state of risk control (for example, the consumer initiates a complaint). It is not possible to operate the refund;
      • After the paid order is cancelled, the refund cannot be operated for the time being; when the order turns into a successful payment from the wind control, the merchant is able to perform the refund operation manually again.

5.Why logistic information cannot be upload to products?

A product has multiple attributes, in which whether require shipping decides whether upload logistic information or not. For no shipping product, SHOPLINE support [Mark as shipped] (No fulfillment required). When an item that needs to be shipped is incorrectly selected as not required to be shipped, resulting in a failure to upload shipping information, which in turn affects the reconciliation. To solve this problem, you can refer to the following solutions:

  • Solution 1: If no shipping will affect the reconciliation, merchants can contact with channels to confirm reconciliation information by manually providing invoices or other ways.
  • Solution 2: [Cancle Order] > then you can contact with consumers and direct them to place an order again.;
  • Solution 3: Add a new product (the price of this product need to be adjust to 0)> upload shipping information. (This solution requires merchants to add a no shipping product)
  • Note⚠️: Solution 2 and Solution 3 need to edit the product as [Shipping required] firstly, then confirm that it has been shipped or not, since shipped orders can’t edit products.

6.Why is there no logistics track information?

The logistics information of the parcel needs to be queried with the help of the logistics provider. Then the logistics track of the parcel is displayed according to the waybill number query logistics service provider service. When the logistics track of the parcel cannot be viewed, you can refer to the following solutions:

  • Step 1:First determine whether the uploaded logistics service provider and waybill number information is incorrect;
  • Step 2: If step one is correct, then confirm whether the logistics service provider service is normal;
  • Step 3: If step 2 is normal, you can refresh the page for more information;
    • Different service provider information has different update time and update content. If the service provider service, the waybill number, and other information are normal, it may be the logistics information update time problems lead to no logistics track information.

7. Why there are no taxes in the order after setting the tax rate?

Shopline supports the setting of taxes and fees, including set shipping tax, excise tax, commodity tax by country/ state, and set custom taxes. Shipping tax is calculated based on the amount of shipping, while other taxes are calculated based on the amount of products (subject to the exclusion of discounts).

Taxes are expressed in two categories: price with tax and price tax separation.

  • Tax-inclusive price: The price of goods/freight already includes tax, no separate tax will be charged, and there will be no separate tax in the order amount details.

  • Price tax separation: It is a tax charged in addition to the product price/shipping cost, and a separate tax will be displayed in the corresponding order amount.


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