In Shopify, Orders and Payments (Transactions) are treated as separate concepts. Therefore, the status of an order and its payment are not always synchronized.
Even if a payment expires on Shopify or on both Shopify and KOMOJU, as long as the order remains active on Shopify, the customer can make another payment by clicking the “Pay Now” button on their Shopify customer account page. (A new payment transaction will be created and linked to the order.)
This behavior is a function provided by Shopify and cannot be controlled from KOMOJU.
If you wish to prevent this behavior, please cancel the order itself. By doing so, you can prevent a new payment from being created in Shopify after the original payment has expired.
In Shopify, external payments automatically expire 72 hours after creation
- Shopify sets a 72-hour expiration period for payments only.
- After this period, the payment status in Shopify changes to “Expired”, but the order remains active and is not automatically canceled.
⚠️ Please note: Even after 72 hours have passed since the order was created, the order remains active and inventory stays reserved. It will not be automatically canceled or released.
Possible Scenarios Related to Payment Expiration in Shopify
① The payment expires in Shopify, but the payment is still valid in KOMOJU
→ Shopify automatically marks payments as expired after 72 hours, but this expiration does not synchronize with KOMOJU’s validity period. Therefore, even if the payment status is shown as “Expired” in Shopify, the customer can still complete the payment as long as the KOMOJU payment has not yet expired.
Once the payment is completed, the Shopify payment status will automatically update to “Paid.”
② Both Shopify and KOMOJU payments have expired, but the order remains active
→ Even if the payment has expired on both Shopify and KOMOJU, if the order itself has not been canceled in Shopify, the customer can still make another payment. In this case, Shopify displays a “Pay Now” button on the customer’s account page. By clicking this button, the customer can proceed to the checkout page and complete the payment. (One order in Shopify and two transactions in KOMOJU will be created.)
When the customer makes a payment using the “Pay Now” button, a second KOMOJU transaction will be created. Once the payment is completed, the status of that transaction will change to “Paid” in KOMOJU. After that, you can cancel the older expired transaction in KOMOJU, and the Shopify order status will also update to “Paid.”
Recommended Actions
To prevent errors or inventory issues caused by this behavior, we recommend the following actions:
Cancel the order at the same time when the payment expires
- When the payment in Shopify becomes “Expired,” cancel the order as well.
This will automatically return the inventory and prevent a new payment from being created for that order.- For payments made via Convenience Store or Pay-easy, we also recommend canceling the transaction in your KOMOJU dashboard. This will prevent customers from making payments after the expiration date.
- For Bank Transfer payments, please note that even if you cancel the transaction in KOMOJU, the transfer itself will not trigger an error on the customer’s side due to the nature of bank processing.
How to do this:
- Manually cancel the order from your Shopify admin panel
- Or use Shopify Flow to set up automatic cancellation (recommended)
* For more details about how to configure this, please contact Shopify support directly.
Other Cases Where Duplicate Payments May Be Created
If your Payment Capture Method in Shopify is set to “Automatically when the order is fulfilled,” customers may see a “Pay Now” button when viewing their order details via email.
For more information about Shopify’s Payment Authorization settings, please refer to the following help page:
https://help.shopify.com/manual/payments/payment-authorization
By clicking this button, customers can proceed to checkout again and make another payment. (One order in Shopify and two transactions in KOMOJU will be created.)
Notes When Multiple Payments Are Created for a Single Order
In KOMOJU, transactions with statuses other than “Captured” (Paid) are not settled. Therefore, even if multiple transactions are created for the same order, KOMOJU will not send funds for those marked as “Authorized” or “Expired.”
If the customer completes payment for the second (duplicate) transaction, the status in KOMOJU will update to “Paid”, and the Shopify order status will also update to “Paid.”
If the customer instead completes payment for the original (first) transaction, the KOMOJU transaction status will still update to “Paid”, but Shopify will not automatically reflect this change.
In that case, canceling the second (duplicate) transaction in KOMOJU will cause the Shopify order status to update to “Paid.”
* Even if you do not manually cancel the duplicate transaction, once it expires in KOMOJU, the Shopify order status will automatically update to “Paid.”
If the customer completes payments for both transactions (both show as “Paid”), a refund process will be required.