Overview
Our goal is to give customers the opportunity to experience your products in person while maintaining a secure shopping environment. Before finalizing any order, we validate the customer's credit card through the Shopify checkout process. This verification ensures that if customers decide to keep items after their trial period, the payment transaction happens automatically and seamlessly—creating a hassle-free experience for both your business and your customers.
In certain situations, a customer's order may be successfully created in your system, but their payment method fails authorization immediately afterward. These payment failures are documented in the Shopify Timeline section of the order details page. If you check the Timeline, you'll find specific information about why the transaction couldn't be processed—the Message field typically indicates the exact reason for the declined payment, with "insufficient funds" being one of the most common explanations. This information helps your customer service team understand what happened when addressing customer inquiries about failed orders.
TryFit offers two options to handle these situations such as cancelling the order immediately or giving the customer time to fix the issue before trying the payment method again.
Get Started
Within your cart & payment settings (program > cart & payments), there is a section called "Failed Payments", which controls how TryFit should handle situations where the customer's payment method fails authorization.
There are two options:
Cancel Order - TryFit will immediately cancel the order and send an email notification to the customer informing them of this action. This notification is sent in both situations where an order contains only a trial product and one where the cart is mixed (contains at least 1 trial and at least 1 buy now product).
Hold Order for 1 hour - TryFit has the ability to place the order "On-Hold" within Shopify, which means the fulfillment status is changed from unfulfilled to on-hold with the reason related to the failed payment authorization. This status prevents any WMS / ERP / 3PL from pulling the order into their system, while also keeping your operations team informed of the issue.
Once the customer is able to resolve their payment issue, the hold is automatically removed assuming it's handled within the 1 hour period. If the customer fails to resolve the issue, the order is automatically cancelled.