Help regarding Shop Pay (customers have complained).

[laram]

My store is UK based. I have recently disabled Shop Pay after receiving an email from an upset US customer who selected the instalments option, but ended up paying in full. They provided screenshots showing that they had the option to checkout in instalments.

This was the first I'd heard about this and disabled the payment option because I was worried about a similar situation happening again. Shortly after I received another complaint from a customer regarding inaccurate tracking/shipping estimates given on the Shop App (which I do not have installed).

I have attached the screenshot provided by the customer showing the instalments option was selected and also shipping settings I never put in place. I have a single shipping option and it's based on weight, there's no standard/express option for a lower/higher price. The time frames provided are also not set by me.

Would I be able to edit the instalments and shipping options on the Shop App? or is there another way?

I had no idea this is how my shop was being displayed all along. I really want to activate it again but I'm worried the same issues will occur. Any advice? 😕

[Sophia]

Hi, @laram!

Thank you for the detail you've shared here. I'm happy to provide more information on the Shop app, shipping settings, and Shop Pay Installments so we can get these things sorted for you and your customers.

First, I want to clarify that all payment settings (including those for Shop Pay Installments) are handled in your admin under Settings > Payments. All shipping settings and rates are found under Settings > Shipping and delivery.

If there is an issue with either the Shop Pay Installments settings or the shipping settings, our team can definitely help with that. In order for us to securely review the settings with you and identify the right solutions, please get in touch with Shopify Support via the Shopify Help Center.

Regarding the customer who had tried to pay in installments, they should have seen a couple other options after the initial "Pay in installments" option under Payment methods at checkout. The next step would present them with a tick box to confirm they have read all of the agreements involved, and then they would also see a post-purchase screen in the Shop app that shows their purchase ID and installment information. The only thing I can think of that might have prevented them from proceeding with the installments option is that their card wasn't eligible, but they would have seen an error message in that case. Our team can review the transaction with you to determine what happened.

You don't need to have the Shop app installed, though it can be helpful to understand your customers' experience. The app helps customers keep track of their orders from multiple stores in one place.

Can you tell me a bit more about the tracking/shipping issue that the other customer experienced in the Shop app?