Troubleshooting Guide for Shopify

Declines/Rejects

Declined/Rejected captures

For declined/rejected captures, you will see Unable to capture $XXX.XX on Latitude Interest Free (New) error in red font under timeline.

Scroll down within the timeline look for the purchase/payment record (e.g. $XXX.XX was authorized on Latitude Interest Free (New)), expand it, go to Information from the gateway and expand it as well then copy the reference number for Payment (highlighted in red box) and send it to support.latitudecheckout@latitudefs.com

Declined/Rejected voids

For declined/rejected voids, you will see Unable to void an authorization for $XXX.XX on Latitude Interest Free (New) error in red font under timeline.

Scroll down within the timeline look for the purchase/payment record (e.g. $XXX.XX was authorized on Latitude Interest Free (New)), expand it, go to Information from the gateway and expand it as well then copy the reference number for Payment (highlighted in red box) and send it to support.latitudecheckout@latitudefs.com

Declined/Rejected refunds

For declined/rejected refunds, you will see Unable to refund $XXX.XX AUD/NZD error in red font under timeline.

Scroll down within the timeline look for the purchase/payment record (e.g. $XXX.XX was authorized on Latitude Interest Free (New)), expand it, go to Information from the gateway and expand it as well then copy the reference number for Payment (highlighted in red box) and send it to support.latitudecheckout@latitudefs.com