This article covers how to diagnose and resolve common payment issues on the Agentic Storefront, including failed payments, orders not appearing in Shopify, and known limitations.
Payment failures
A single customer can't complete payment
If one customer reports a failed payment, the cause is most likely on their side. Common reasons include:
Insufficient funds
An unsupported card type
Their bank blocking the transaction
Ask the customer to try a different payment method or contact their bank. You do not need to contact Swap support for individual payment failures.
💡 If you're seeing repeated failures for the same customer or suspect something unusual, share the order details with Swap support and they can investigate via Adyen.
Multiple customers can't complete payment
If several customers are reporting payment failures for your store, this is more likely a configuration issue. Contact Swap support immediately with:
The number of affected customers
The payment methods they were attempting to use
The approximate time the failures started
Swap's support team will investigate and escalate to the checkout team if needed.
A specific payment method isn't working for anyone
If one payment method is failing consistently for all customers — for example, American Express — this is likely a configuration issue. That method may not be enabled for your store. Report this to Swap support for investigation.
Orders not appearing in Shopify
When a payment is completed through your Agentic Storefront, the order should appear in both your Agentic merchant dashboard and Shopify.
If an order appears to be missing from Shopify:
Check your Agentic merchant dashboard first — this is the source of truth. If the order is there, the payment was successful.
If the order is in the Agentic dashboard but not in Shopify, contact Swap support with the Agentic order ID and the time the payment was made.
💡 When contacting support about a missing order, always share the Agentic order ID — the Shopify order number is not enough to trace the transaction.
⚠️ If Shopify shows an order as refunded but you didn't issue a refund: this is a data mismatch and does not mean the customer has been refunded. This can happen if the order status was changed manually or by a third-party integration. Contact Swap support to verify.