Shop Pay automatically sending sms how to stop

Rebeca
Tourist
5 0 1

I like Shop Pay but I don't like the way it is behaving and wonder if I have it set up wrong. My issue is this, I have the express checkout buttons set up for Shop Pay and Paypal, if customers want to use it, they are there to be pushed. But if you don't click on the express checkout buttons and select checkout, then enter your email address, you automatically get a Shop Pay sms code even though Shop Pay wasn't selected as a payment method. Then as I make changes to the order I get more sms codes. It's pretty annoying as I test it, which means it will also be annoying for our customers. 

 

Theme: Supply

Website: www.sinister.co.nz

Replies 7 (7)
Sophia
Shopify Staff
963 62 105

Hi, @Rebeca!

Sophia here from Shopify. Thank you so much for sharing your theme name and store link here.

First, I really appreciate you looking out for your customers and thinking about their experience at checkout. Shop Pay is designed to make the checkout process as easy as possible, so if customers are getting confused or annoyed, that's definitely something we want to look into. I can share any feedback about this with our developers for consideration in future updates.

You have set everything up correctly, and this is expected behavior for Shop Pay. Customers can either choose the express checkout button on the cart page, or if they missed it, they can enter the email address associated with their Shop Pay account at checkout and still receive a code. 

I totally understand how frustrating it can be to receive multiple codes when you're just testing the checkout. In this case, I'd recommend setting up a separate email address that you use exclusively for testing purposes (or entering something fake like "test@test.com" if you don't need to receive an email as part of the testing).

I noticed that your store accepts payments from Mastercard, PayPal, Shop Pay, Visa, and Afterpay. PayPal is the only one of these options that isn't available through Shop Pay. If a customer wants to pay with a credit card or Afterpay, they will still have those options available if they've entered their Shop Pay code. Under the Payment section when using Shop Pay, customers can find "Use a different card" or "Use a different payment method", allowing them to add new card details or use Afterpay.

If for any reason a customer wants to enter details manually instead of storing their information, they can always opt out of Shop Pay (feel free to share this link with any customers requesting to opt out). Personally, I only disregard the Shop Pay codes when I'm testing the checkout. If I'm shopping as a customer, I use them every time, and I imagine most customers will be in the same boat.

I hope that helps! Let me know if you have any outstanding questions or concerns.

Sophia | Social Care @ Shopify 
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Rebeca
Tourist
5 0 1

Thanks for the info, it makes total sense. I get where Shopify is coming from but I guess my perspective is from a customer experience. If I don't select Shop Pay and go to checkout (I want to pay via bank deposit) and enter my email address I get a Shop Pay code even though I didn't click on Shop Pay, it kind of felt stalkerish and off putting. Hopefully that makes sense

Sophia
Shopify Staff
963 62 105

For sure, that makes sense! Keep me posted on any customer feedback you're receiving about this. I'll make sure that the Shop team hears this concern in the meantime, but I'm curious to see how it goes with customers too.

Sophia | Social Care @ Shopify 
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RichL
Tourist
7 0 4

I'll add to this:  My customers find this code to be confusing and most disregard it. But a few think it's a "discount code" or a scam, or they wonder why they
"can't just pay by credit card".  We're probably going to turn off Shop Pay because there seems to be no way to prevent it from sending SMS  to people unsolicited.

 

Sneiv
Tourist
8 1 2

I am having similar issues with Shop Pay. After a customer clicks on Shop Pay once they are auto-redirected to Shop Pay on all subsequent checkouts. Most of my customers are old ladies and they struggle enough with regular checkout.... nevermind getting a text message on their cell phone which they can hardly use to start with.

It would be nice if Shop Pay didn't auto-redirect the user at checkout. Furthermore, Shop Pay doesn't display my stores language for error messages when discount codes are used improperly, which is crucial to turning people in the right direction.

I wish I could offer Shop Pay as an option, but the lack of customizable error messages and the text message code issue makes it not a viable option for my customer base.

Sophia
Shopify Staff
963 62 105

@RichL wrote:

I'll add to this:  My customers find this code to be confusing and most disregard it. But a few think it's a "discount code" or a scam, or they wonder why they
"can't just pay by credit card".  We're probably going to turn off Shop Pay because there seems to be no way to prevent it from sending SMS  to people unsolicited.


Thanks for sharing this, @RichL!

Customers should see a corresponding popup on the checkout prompting them to enter the Shop Pay code, so it's interesting that people are finding it confusing and disregarding it. I want to clarify that the SMS texts should not be arriving unsolicited—they should only be sent to customers who opted in to Shop Pay. If you still have Shop Pay enabled and continue to receive questions about it, feel free to share this page with them which explains what Shop Pay is and how it works. In the meantime, I'll make sure that the Shop team receives this feedback.

Sophia | Social Care @ Shopify 
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Sophia
Shopify Staff
963 62 105

@Sneiv wrote:

I am having similar issues with Shop Pay. After a customer clicks on Shop Pay once they are auto-redirected to Shop Pay on all subsequent checkouts. Most of my customers are old ladies and they struggle enough with regular checkout.... nevermind getting a text message on their cell phone which they can hardly use to start with.

It would be nice if Shop Pay didn't auto-redirect the user at checkout. Furthermore, Shop Pay doesn't display my stores language for error messages when discount codes are used improperly, which is crucial to turning people in the right direction.

I wish I could offer Shop Pay as an option, but the lack of customizable error messages and the text message code issue makes it not a viable option for my customer base.


Hi, @Sneiv!

Thank you for sharing your experience with Shop Pay. I'll make sure that the Shop team sees your feedback about redirecting the user at checkout, as well as translating to your store's language. I imagine the language note is already on their radar, as we're always looking for ways to make Shopify more accessible worldwide, bringing on support for more languages as we go. Which language is your store in?

Sophia | Social Care @ Shopify 
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