Issue with currency changing at checkout

Issue with currency changing at checkout

TaekoY
Tourist
3 0 2

Our store is in preparation to sell in multiple currencies, and have set up a new market (Canada) with Shopify Markets. Our primary market is the US.

Upon testing the orders for Canada and the check out procedure, we are having an issue that the currency reverts back to USD at checkout page. 
Even if the country is selected as Canada by the country selector, and the product page and the shopping cart all shows the item and details in CAD, when proceeding to checkout the order details changes to USD  (subtotal, tax, duty and shipping). The currency conversion rate is correct but, we need the final payment to be done in CAD too not USD.
The checkout currency does not change to CAD even if the shipping address is in Canada, and there seems to be no option(selector) to change the currency.

Please advice on how to fix this. Is some coding required or can this be done in Setting?

Replies 14 (14)

Shay
Shopify Staff
2987 462 612

HI @TaekoY 

 

Thank you for those details and I am happy to hear that Shopify Markets is working well for you so far. In regards to the currency at the checkout, that is something that is only available to merchants using Shopify Payments. 

 

Markets allows you to showcase products to your customers in their preferred currency as well allow you to change the prices of your products based on the country your customer is shopping from. Once the customer reaches the checkout, the currency will show as the store's default currency. To change this you need to have Shopify Payments enabled on your store. You can read more about this feature and the requirements for it in our Help Center here: Pricing in local currencies · Shopify Help Center

Shay | Social Care @ Shopify 
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TaekoY
Tourist
3 0 2

Hi @Shay 

Thank you for your advice. We have been originally using Shopify Payment at our store so I believe it is enabled. Is there anything else we need to be aware?

Shay
Shopify Staff
2987 462 612

In that case you will want to ensure that you have enabled CAD currency in your settings for Shopify Payments. If you do have CAD currency enabled and are still not seeing that as an option at the checkout, please reach out to our live support team for real time troubleshooting. To access our live support, please follow this link: Shopify Help Center

Shay | Social Care @ Shopify 
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TaekoY
Tourist
3 0 2

Thank you @Shay, will you be able to clarify the action needed  to "enabled CAD currency in your settings for Shopify Payments."?
From, Setting >Markets/Other markets (Canada)/Manage>Payments/Go to payments, we are sent to Payments settings.

From there, in Shopify payments/Manage there seems to be no option to select/enable any specific currency. When we try to setup international payments, we are just sent back to Markets.

 

So just going back and forth between Markets and Payment section.

Shay
Shopify Staff
2987 462 612

Hi @TaekoY 

 

Thank you for letting me know that! In this situation I would recommend reaching out to our live support team for further troubleshooting. This way they can authenticate your merchant account and assist in reviewing your checkout settings and available currencies. 

 

You can use this link to access our live support: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in, choose your topic and issue and at the bottom of the help articles provided will be all available live support options. 

Shay | Social Care @ Shopify 
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RuairiMc
Visitor
1 0 0

I am having this issue also.  I am using debutify and I think its due to that.  Can that be fixed

?

Shay
Shopify Staff
2987 462 612

Hi @RuairiMc 

 

I would also reach out to our live support team using the steps I shared above to help troubleshoot this. This way we can ensure that your account settings are all correct before investigating if there is a theme issue. 

Shay | Social Care @ Shopify 
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davidkong
Tourist
5 0 7

I am also having this issue. The problem is related to Shopify Markets. Which explains why this issue began in September. More specifically it is related to using the "subfolder". I have not tested the subdomain option. I have recorded a loom video that shows the problem

 

https://www.loom.com/share/8898993ca06c4dbb8ea37a3d294c59f3

davidkong
Tourist
5 0 7

I have confirmed that the expected behavior occurs with a subdomain (e.g. can.glas.vin) so the issue is only when using a subfolder e.g. glas.vin/en-ca

EagleHunted
Excursionist
41 0 3

Hi @Shay 

I am experiencing a similar issue with customers from Europe. When they visit my store and place an order, the price is displayed in Euros. However, when they reach the checkout page, the currency reverts back to USD. This issue is causing my customers to abandon their purchases. I am using a third-party payment provider as I am not eligible to use Shopify Payments, and I am using the BUCKS app. Is there any solution to fix this problem ? Is enabling shopify payment will inturupt or suspend the 3rd party provider? 

 
Emily
Shopify Staff
1398 103 193

Hi, @EagleHunted.

 

Thank you for reaching out! I am not familiar with the Bucks app. I recommend contacting our Support Team, so they can look into this for you and find out why the currency is changing in the checkout. -Emily 

Emily | Social Care @ Shopify 
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EagleHunted
Excursionist
41 0 3

Hi @Emily 

Thank you for your response,  they told me because I'm not using shopify payment, so should I lose customers and having a higher bounce rate because this issue because I'm not using shopify payment? What's the solution then? What's the alternative? If I switched my checkout page to Stripe does this could fix the issue? This solution is costly because it needs a developer!

Emily
Shopify Staff
1398 103 193

Hi, @EagleHunted.

 

Have you reached out to the Bucks app or your third-party payment gateway to ask about why the price is changing in the checkout? Due to Shopify not being the developer of that app, it is hard for us to know what it is capable of or how it should work. 

Emily | Social Care @ Shopify 
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EagleHunted
Excursionist
41 0 3

Hi @Emily 

 

Thank you for reaching out. I have been redirected by Shopify to the BUCKS team. They have informed me that, according to Shopify policies, in order to perform currency conversions on the checkout page, it is necessary to enable Shopify markets. If you have enabled markets, Shopify will take care of the currency conversions on the checkout page. However, if you haven't enabled markets, our app can still switch the currencies up to the cart page. It's important to note that apps are restricted from making modifications on the checkout page. Please keep in mind that this is the default behavior of our app as per Shopify guidelines. I have heard that this is a common issue for individuals who are not eligible to use the Shopify payment Gateway.