Customers skip payment and land directly on the order confirmation

Do you find that customers skip the payment window altogether and land directly on the order confirmation without any money coming in? It's almost always due to the EAN field in your checkout. Here's the explanation and a concrete solution that takes less than a minute.

Why does this happen?

By default, when a customer fills in the EAN number field in the checkout, Shoporama recognizes the order as an EAN invoice. This is a public purchase that is settled electronically via invoice. EAN invoices don't require online payment, so the customer is sent directly to the order confirmation and you receive the order as a billing order without payment.

The problem arises when an ordinary private or business customer fills in the field by mistake, e.g. because they think it's a CVR number, phone number or something else. The result is that no payment is received and the customer thinks the order has been completed as normal.

The quick solution: force EAN orders through normal payment

Shoporama has a built-in setting that solves the problem with one click. It forces orders with EAN numbers through the regular checkout flow:

1. Go to Account in the left sidebar
2. Click on Online Shop and select General
3. Find the Orders card on the page
4. Check EAN order must go through regular payment flow?
5. Click Save at the bottom of the page

When this option is active, orders with EAN numbers are treated as regular orders that require online payment. The EAN number will still be saved on the order, but the customer can no longer bypass the payment window.

Other solutions

If you want to keep EAN as an option for public customers, but prevent private customers from filling in the field by mistake, you can do one of the following:

• Hide the EAN field behind a checkbox. Only show it when the customer actively selects I pay via EAN. This requires a small addition to your theme.
• Add validation. Require the field to contain exactly 13 digits so that customers can't enter a regular phone number or anything else by mistake.
• Add help text. Clearly state in the field that it is only for public institutions with an EAN location number.

What exactly is EAN payment?

EAN invoicing is the system where public institutions in Denmark pay suppliers via electronic invoices sent to their EAN location number (a 13-digit number). It is not a payment as such, but an invoice sent directly to the institution's financial system. Therefore, the EAN flow does not require online payment at checkout.

If your customers are primarily private or business customers, you rarely need the pure EAN flow. Then you can easily check the box EAN order must go through normal payment flow? and be sure that all orders are paid online.

Frequently asked questions

Where do I find the setting again?

It is located under Account, Online Shop, General on the Orders card. The setting is called EAN order should go through normal payment flow? and is located together with other checkmarks for orders, stock and delivery. It is not under Payment gateways.

Will I lose the option for EAN invoicing if I enable the setting?

No, you won't. The EAN number is still stored on the order and you can still invoice it further in your financial system. You simply force the customer to complete an online payment first, so you don't risk unpaid orders.

How do I see if an old order has come in without payment?

Find the order under Orders and check the payment status. If the payment method is EAN or Invoice and there is no online payment registered, the order has been received via the EAN flow. You need to settle it manually or contact the customer.

What do I do with orders that have already arrived without payment?

Contact the customer and ask them to complete the payment, for example via a payment link solution or by creating the order again. If the customer doesn't respond, you can cancel the order in admin. Make sure to enable the option so it doesn't happen again.

We sell B2B to both private companies and municipalities. Should I turn the option on?

Yes, we recommend this. Regular businesses still have to pay online, and municipalities and regions can still include their EAN number on the order so you can send them an EAN invoice afterwards. Only pure EAN invoices without online payment will disappear.

Should I remove the EAN field completely from my checkout?

Yes, if you don't sell to municipalities, regions, hospitals or other public institutions. This is the simplest solution and removes the source of errors. Ask your theme developer to hide the field or adjust your checkout template directly. See also Customize your checkout.

What does the problem look like in the accounts?

The orders are placed as regular orders, but without payment. This gives a misleading sales figure until the customer actually pays. If the order ends up not being paid, you need to cancel it so it doesn't count towards revenue and inventory.

Does the option affect customers with real EAN numbers?

Yes, so they also need to complete an online payment. If you have regular public customers who need a clean invoice without online payment, you can handle it manually instead. Create their orders in admin or give them a customer type with permission for invoice-only payment. See also Create invoice payment.

Will the customer get confused if the EAN field is still there but no longer works as before?

No, they won't. From the customer's perspective, they still fill in the field and proceed to payment, just like any other order. The difference is that they now have to pay online first. The EAN number is included with the order so that the bookkeeper can use it for invoicing afterwards.

Do you need help? Write to us at support@shoporama.dk.