We’re experiencing a critical issue and I’m wondering if anyone else has seen the same behavior.
What’s happening
Customers successfully complete their payment through Airwallex (Cards, iDEAL, Bancontact, etc.).
The payment is captured successfully by Airwallex.
The customer reaches the Thank You page.
However:
Every Airwallex order remains in “Draft” inside Funnelish.
The order is not automatically sent to Shopify, so we have to manually create/push it for the customer to receive the confirmation email and for fulfillment to happen.
Because the order stays as Draft, the purchase is not recorded properly, so our Meta and TikTok Purchase events are missing.
WeTracked also does not report these Airwallex purchases.
As a result, our advertising data has been completely broken for the last few days because a large portion of our actual sales are not being counted.
Important clarification
This is NOT a payment failure issue.
The customer successfully pays and Airwallex captures the payment.
The problem is that after the payment succeeds, Funnelish leaves the order in Draft instead of finalizing it.
My questions
Has anyone experienced payments successfully going through in Airwallex but orders remaining Draft in Funnelish?
If yes, was there any fix?
Is this a known Funnelish/Airwallex callback or order finalization issue?
Any insight would be greatly appreciated, as this is severely impacting our tracking and operations, funnelish support has been completely useless for the past 3 days, simply stating “they are looking into it” but nothing is getting solved. We are thinking to move over to checkoutchamp at this point since the issue is critical and there is no timeline of it being solved.
Thanks for your post and apologies again that you ran into this. As we’ve explained via chat when you reached out, the main blocker the team was running into was that they were not able to replciate consistently in order to find the root cause and build the appropriate fix.
However, we’ve now been able to identify and confirm the root cause and released the fix that would cause successful Airwallex payments to remain in Draft status inside Funnelish.
The root cause was related to the Airwallex reconnection process. In some cases, the gateway would appear connected successfully, but the webhook registration would fail in the background. As a result, Airwallex could process the payment correctly, but Funnelish would never receive the payment confirmation needed to finalize the order.
If you’ve been affected by this issue, please reconnect your Airwallex gateway to apply the updated connection. Once reconnected, new orders should process normally moving forward.
Same issue, we found dozens of orders in the last WEEKS that weren’t created on funnelish. Customers were paying and not receiving any confirmation or not even the product. Funnelish support told me they know about this bug since a couple of weeks. The best part? No one told us merchant about it lol.
Not the first time that Funnelish Bugs happen and we don’t receive any emails or notifications about it.
Hi @mgecom You’re absolutely right that communication around bugs like this have a lot of room for improvement.
For bugs that have a significant impact on revenue, order fulfillment, subscriptions, or a large number of users, we should do a better job proactively communicating what we’re aware of, what the impact is, and what actions merchants should take.
As a result, we’re reviewing our process and will be introducing more proactive action updates for high-impact incidents going forward.
Airwallex Draft Order Issue - Fixed