> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Failed Orders Count, Shopify > Failed Orders Count for Shopify stores. Orders that failed to capture payment, each one a recovery opportunity. How to read it, why it matters, and how to act on it. **Card class:** [Non-Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Ecommerce Platform](/nerve-centre/connectors#connectors-by-type) > Orders that failed to capture payment. Each one is a recovery opportunity. ## At a glance > A count of orders in the period where payment did not successfully capture, declines, voided authorisations, gateway errors, and other unpaid outcomes. These are not abandoned carts (the customer reached checkout and Shopify created an order record) and they are not refunds (no money ever changed hands). Each failed order is a near-miss sale you can often recover with a follow-up. | | | | ----------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | The number of orders in the window whose payment outcome is a failure rather than a successful capture. In Shopify terms these are orders carrying an unsuccessful financial state such as a declined or voided payment, distinct from `PAID`, `PARTIALLY_PAID`, or `PENDING` orders that simply haven't settled yet. | | **VAT / tax treatment** | Not applicable, this is a count of orders, not a money figure. The matching value card, [Failed Orders Value](/nerve-centre/kpi-cards/shopify/failed-orders-value), carries the tax notes. | | **Shipping** | Not applicable to a count. | | **Discounts** | Not applicable to a count. A discounted order that fails to pay still counts as one failed order. | | **Refunds** | **Distinct concept.** A refund means money was captured then returned. A failed order means money was never captured. The two never overlap, do not confuse this card with [Refunded Orders](/nerve-centre/kpi-cards/shopify/refunded-orders). | | **Cancelled / voided orders** | A voided payment authorisation typically lands here. A merchant-cancelled order that was already paid is a different state and belongs to the cancellation cards. | | **Currency** | Currency-agnostic, this is a count. A failed GBP order and a failed EUR order each add one. | | **Channels / sources** | **Not filtered.** Failed captures can occur on Online Store, POS (card declined at the terminal), Buy Button, and any channel that takes payment. | | **Time window** | `30D` (default 30D rolling) | | **Alert trigger** | Configurable. A sudden rise in failed orders often signals a gateway or fraud-filter problem rather than normal decline noise. | | **Roles** | owner, operations, finance | ## Calculation ``` COUNT(orders WHERE payment outcome = failed/declined/voided) WHERE date BETWEEN [period_start, period_end] ``` ## Worked example A UK electronics store on Shopify Plus using Shopify Payments plus PayPal Express. The 30-day window covers 14 Mar 26 to 12 Apr 26. Total orders created in the window: 4,210. | Failure reason | Failed orders | Note | | ------------------------------------------ | ------------- | ------------------------------------------------------------- | | Card declined (insufficient funds) | 38 | Normal background noise; most customers retry on another card | | Card declined (issuer fraud block) | 21 | Often the customer's bank, not your fraud filter | | 3-D Secure not completed | 17 | Customer abandoned the bank's verification step | | Gateway / processor error | 6 | Spiked over two days, points to a processor incident | | Voided authorisation (fraud-filter cancel) | 9 | Your own risk rules cancelled the capture | | **Failed Orders Count (this card)** | **91** | 2.2% of the 4,210 orders created | Three things to notice: 1. **A 2 to 3% failure rate is normal.** Card declines for insufficient funds and issuer fraud blocks happen on every store and are largely outside your control. The signal worth chasing is a sudden change in the shape, not the baseline. 2. **The 6 gateway errors clustered over two days are the real alert.** Background declines are spread evenly; a tight cluster of processor errors usually means a Shopify Payments or PayPal incident, a misconfigured gateway, or an expired API credential. That is recoverable revenue you lost to a fixable fault. 3. **3-D Secure drop-off is recoverable with UX.** Seventeen customers reached the bank's verification step and bailed. A clearer checkout message, or enabling Shop Pay (which remembers the customer and smooths SCA), often recovers a chunk of these. Pair with the value card to see how much money the 91 represent. ## Sibling cards merchants should reference together | Card | Why pair it with Failed Orders Count | | ---------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ | | [Failed Orders Value](/nerve-centre/kpi-cards/shopify/failed-orders-value) | The money version. The count tells you how many; the value tells you how much is recoverable. | | [Financial Status Breakdown](/nerve-centre/kpi-cards/shopify/financial-status-breakdown) | The full distribution of order payment states; failed orders are one slice of it. | | [Payment Methods](/nerve-centre/kpi-cards/shopify/payment-methods) | Failure rates vary by method; a spike concentrated in one gateway points to that processor. | | [Revenue by Payment Gateway](/nerve-centre/kpi-cards/shopify/revenue-by-payment-gateway) | Cross-check which gateway carries the failures against which gateway carries the revenue. | | [Total Orders](/nerve-centre/kpi-cards/shopify/total-orders) | The denominator for a failure rate; failed count over total orders is the percentage to watch. | | [Cancelled Orders Over Time](/nerve-centre/kpi-cards/shopify/cancelled-orders-over-time) | Voided authorisations sit near cancellations; pair to separate payment failures from merchant cancellations. | ## Reconciling against Shopify Admin **Where to look in Shopify Admin:** [Orders](https://admin.shopify.com/orders) → filter by **Payment status**. There is no single Shopify Admin filter literally named "failed", so the closest reconstruction is to filter for unpaid or voided states and review the payment timeline on each order. Shopify Payments stores can also check **Finances → Payouts** and the **transactions** export, where declined and voided attempts appear as unsuccessful transactions. Other Shopify Admin views and why they differ: * **Orders → Unpaid / Pending**: includes orders awaiting payment that may still succeed (bank transfer, COD, net terms). Those are not failures; this card excludes them. * **Abandoned checkouts**: customers who never completed checkout. No order record exists, so they are not counted here. * **Shopify Payments → Disputes**: chargebacks on captured payments, a different and later stage. **Why our number may legitimately differ from Shopify:** | Reason | Direction | Why | | -------------------- | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **State definition** | Either | Shopify exposes several unsuccessful payment states; the card groups declined and voided outcomes. A store that uses pending heavily (net terms, manual payments) needs to exclude those by hand when reconciling. | | **Time zone** | Boundary days | UTC vs store time zone shifts orders on the boundary days. | | **Retry behaviour** | Ours may differ | A customer who fails once then succeeds creates one paid order; whether the failed attempt also created an order record depends on the checkout flow. | | **Sync lag** | Ours lower for "today" | The most recent few minutes of orders may not be indexed yet. | **Cross-connector reconciliation:** | Card | Expected relationship | What causes legitimate divergence | | --------------------------------------------------------------------------------- | ------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------- | | [`stripe.stripe_failed_payments`](/nerve-centre/kpi-cards/stripe/failed-payments) | Stripe-routed failures should align with the Shopify Payments slice | Stripe sees only its own declines; PayPal and other gateways fail elsewhere and won't appear in Stripe. | | [`paypal.pp_declines`](/nerve-centre/paypal/pp_declines) | PayPal-checkout failures align with the PayPal slice | PayPal failures are invisible to Shopify Payments and vice versa. Sum the gateways for the full picture. | ***
Same-metric documentation cross-reference (for agencies running multiple platforms) The same failed-orders concept lives on other commerce platforms. This is **not a reconciliation**, your Shopify store doesn't have a parallel store on BigCommerce or Adobe Commerce. These cross-links exist so agencies running multi-platform client books can navigate between identical metrics. * [`bigcommerce.failed_orders_count`](/nerve-centre/kpi-cards/bigcommerce/failed-orders-count) * [`adobe_commerce.failed_orders_count`](/nerve-centre/kpi-cards/adobe-commerce/failed-orders-count)
## Known limitations / merchant FAQs **Is a failed order the same as an abandoned cart?** No. An abandoned cart never became an order, the customer left before completing checkout. A failed order is one where checkout completed and an order record exists, but the payment did not capture. Abandoned carts are recovered with email flows; failed orders are recovered with a payment retry or a clearer checkout. **Is a failed order the same as a refund?** No. A refund means money was captured and later returned. A failed order means money was never captured. They are mutually exclusive states. **Why did this spike suddenly?** A sudden rise almost always points to a fixable fault rather than customer behaviour: an expired or revoked gateway credential, a Shopify Payments or PayPal incident, an over-aggressive fraud filter voiding good orders, or a 3-D Secure / SCA configuration problem. Investigate the failure reasons and the gateway breakdown first. **Should I just ignore declines as normal noise?** A baseline of 2 to 3% is normal and largely outside your control (insufficient funds, issuer blocks). But the recoverable portion, gateway errors, fraud-filter false positives, and SCA drop-off, is worth chasing, especially on high-value orders. Use the value card to prioritise. **Can I recover these customers?** Often yes. Many failed orders are honest customers whose card was declined or who got confused at the bank verification step. A polite follow-up with a fresh payment link, or enabling Shop Pay to smooth repeat checkout, recovers a meaningful share. The card exists so these near-misses don't disappear silently. **Does this include POS card declines?** Yes where the channel takes payment through Shopify. A card declined at a POS terminal that produced an order record is counted. Cash-only or manually marked orders behave differently and may sit in pending rather than failed. *** ### Tracked live in Vortex IQ Nerve Centre *Failed Orders Count* is one of hundreds of KPI pulses Vortex IQ tracks across Shopify and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.