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Qivra Help Center

Payment Capture Issues

If you are experiencing issues with payment captures or remaining balances, follow these troubleshooting steps.

Common Issues

Section titled “Common Issues”

Remaining Balance Not Captured

Section titled “Remaining Balance Not Captured”

Symptoms: Order shows “Partially Paid” but the remaining balance was not captured.

Possible causes and solutions:

  1. Authorization expired: Shopify payment authorizations expire after 7 days. If the trigger fires after 7 days, the capture fails.

    • Solution: Capture the payment manually before the 7-day window closes

  2. Trigger not fired yet: Check the scheduled payment status in the order details.

    • Solution: Wait for the trigger condition (fulfillment date, days after checkout, or exact time)

  3. Customer’s payment method declined: The card may have insufficient funds or expired.

    • Solution: Contact the customer to update their payment method

Capture Failed Status

Section titled “Capture Failed Status”

When a capture attempt fails, the scheduled payment status changes to Failed.

Steps to resolve:

  1. Go to Orders and find the affected order
  2. Check the scheduled payment details for the error reason
  3. Try manual capture if the authorization is still valid
  4. If authorization expired, contact the customer for a new payment

Pay-Nothing Orders Not Charging

Section titled “Pay-Nothing Orders Not Charging”

Symptoms: Customer placed a pay-nothing order but was never charged.

Possible causes:

  1. Authorization expired: Authorizations expire after 7 days
  2. Trigger not configured: No remaining balance trigger was set
  3. Premium plan expired: Pay-nothing requires Premium

Solution:

  • Set an appropriate remaining balance trigger
  • Ensure the trigger fires within the 7-day authorization window
  • Consider using partial payment (deposit) instead for longer pre-order periods

Authorization Expiry

Section titled “Authorization Expiry”

Shopify payment authorizations expire after 7 days. This is a Shopify limitation, not a Qivra PreOrder limitation.

How to handle long pre-order periods

Section titled “How to handle long pre-order periods”

If your pre-order period exceeds 7 days:

  1. Use partial payment (deposit): Charge a deposit within the 7-day window, then capture the remaining balance when the product ships
  2. Use pay-nothing carefully: Only if you can fulfill within 7 days
  3. Schedule captures within 7 days: Set the remaining balance trigger to capture before authorization expires

Video Tutorial

Section titled “Video Tutorial”
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