Captcha showing on every single checkout session

I have a client who’s checkout shows the hcaptcha on every single checkout session, which is of course hurting their conversion rate.

I’ve never seen another store or heard of anyone who’s seen another store show the captcha so aggressively.

So far, support has said that it could be due to the ratio of failed to successful payment attempts. We pulled the payment authorization rate in shopifyql and there does seem to be a dip that coincides slightly with when the captcha issue started:

However, they won’t tell me what the thresshold is for the captcha to start showing more aggressivley.

Additionally, I checked another plus store that I have access to that does not have this captcha issue and their auth rate is wildly worse:

Halp.

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Hey Kalen - you should be able to post multiple pictures now.

Could there be a geographical factor at play here?

Thanks brother! Updated screenshots.

They’re US based. Sessions by location showing a pretty heavy US-based customer base. Let me know if there’s a particular report I can drill into for the geographical factor.

I get where you’re coming from re: comparing payment authorization rates, but there could also be other factors at play (eg: average cost per order, trust indicators) that influence how frequently the hcaptcha appears. Unfortunately there isn’t a native report that will display these kinds of info. Is the original client a Plus store?

Yeah they’re on plus. I just wish there was a way to escalate this to at least get a clear on answer on why it’s doing it.

On some other plus projects I’ve been on with bigger agencies I’ve had a Shopify Senior Product Consultant or Senior Solutions Engineer looped in to help resolve issues where you get stuck in the standard support channel.

I’m not sure how it works to get an issue escalated to someone like that, but I’m pretty sure they would be willing to pay a significant chunk of change to get this resolved.

It could be costing them 5 or 6 figures per month.