I never Ok'd a Shop Pay option in the store, customer just used it. Will merchant be paid fully?

[emmy4]

My client who I designed the Shopify store for, did not want Shop Pay, so I never OK'd it as a payment option. But a customer just paid with Shop Pay. It is IMPOSSIBLE to reach any kind of help here.

Will my client get the full payment if they ship the machine out?

Any help is greatly appreciated.

[Shay · Accepted solution]

Hi @emmy4, thank you for joining the community forums here. I would be happy to help you with this question. 

Shop Pay is an express gateway option, similar to Apple Pay, Google Pay, Paypal, etc, that allows a customer to checkout quickly with their own account. The payment is still processed by the dominant payment gateway, in this case Shopify Payments. If a customer checked out with Shop Pay express checkout then the payment will be processed and deposited into the bank account connected to the gateway. 

If the customer checked out using Shop Pay Installments then the full payment is provided to the merchant directly and Affirm will take over the installments. You can learn more about these options in our Help Center: Shopify Help Center | Shop Pay.

You also mentioned you had difficulties contacting our authenticated support team, I'd be happy to help with that as well! You can connect with our authenticated support through our AI chat in the Help Center simply by asking to contact support. Follow the prompts to get signed into your store account and you will be connected to our chat in a few minutes. 

[emmy4]

Thank you, Shay! Great explanation, appreciate that.