Explanation:
If your order is not showing up in the Afterpay system despite having an order number, it may be due to one of the following reasons:
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Incorrect Integration or Configuration
- If your Afterpay integration is not properly configured, it might prevent orders from syncing. Ensure that:
- Your API keys are correctly set up.
- Your Afterpay App is updated to the latest version.
- Your e-commerce platform is correctly configured to communicate with Afterpay.
- If your Afterpay integration is not properly configured, it might prevent orders from syncing. Ensure that:
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Merchant Business Hub Filters
- Ensure that your search filters in the Afterpay Merchant Business Hub are set correctly. For instance, check the date range or transaction status (e.g., pending, completed, failed) to ensure the order is not being filtered out.
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System Errors or Downtime
- Temporary system errors or maintenance on Afterpay’s side may result in delays before an order appears in your Business Hub. Check Afterpay’s status page for updates on ongoing issues.
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Multiple Merchant Accounts
- If you operate multiple accounts with Afterpay (e.g. a US and AU account for your store), you may need to log in to a different Hub region to see the order.
- If your Merchant User account operates multiple accounts within the same region, you can swap to other accounts using the dropdown at the top of the Business Hub.
Action:
Please follow the below steps:
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Check Your Merchant Business Hub:
- Log in to the Afterpay Merchant Business Hub and search for the order using the order number, customer name, or date.
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Verify with Your E-commerce Platform:
- Confirm that the order is recorded correctly in your e-commerce platform and was marked as paid using Afterpay.
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Test Your Integration:
- Verify that your Afterpay integration is working correctly. Update any plugins, payment modules, or API keys if necessary.
Important Notes:
Orders that are not fully authorized or completed by the customer will not appear in the Afterpay system. Always verify the transaction's completion status with the customer if there is a discrepancy.