Shopify order confirmation email from merchant store contain wrong payment gateway name

Dev Platform
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As we build a Shopify app with offsite payment extension and published. Merchants are using our app. Recently we received a complaint that the payment gateway name {{ transaction.gateway_display_name }} is displaying wrong in order confirmation email which is sent to the end customer. It’s not for all the merchants. Few of the merchants face this issue. I would like to know what could be the reason and how to fix this?

1 Like
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Hey @Mohanraj_S, can you share a little more context to help us better understand the issue:

For example, what name is actually appearing in the affected emails? Is it the gateway’s internal slug, something generic like “Custom”, or a different app’s name?

Is there anything in common among the affected merchants? For example, whether they customized their notification email templates.

Are you able to replicate this in one of your development stores?

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Hi @KyleG-Shopify In order confirmation email the payment gateway is showing as wrong with “Synchrony Financing - Dev” instead of “Synchrony Financing - Pay Over Time“. And it’s not for all the merchants installed our app. We have verified all our toml config file & app listing name and all looking good.

We also support payment customization using Shopify functions and many of the partners renamed the payment gateway in checkout and we aware this won’t impact the gateway name in transaction records.

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Hey @Mohanraj_S , thanks for sharing that. Have you changed your app name at all in the past and if so, are the ones seeing a -dev in the name from a previous name where this may have been set?

For this, I would suggest next steps are to reach out to our support team in the help center so we can take a closer look in to your app settings and see why this could be happening.

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Hi @KyleG-Shopify we haven’t changed the app name in the past. We have separate draft apps for non-prod environments.

I did connect with support team and back and forth emails but no fix given. And Shopify support team only suggest to post the issue in Shopify community forum here.

Please help us to resolve this issue