My customers cannot pay any invoices right now. When attempting to pay the invoice, the address they’ve selected from the picker does not appear to pass client-side validation even though the address is valid. You can see the form fields filled out properly, but, on submission they are highlighted with an error message. We cannot receive any invoice payments at all right now, but were able to just a few days ago. There have been no changes to our store at all.
Topic summary
A merchant experienced a critical issue where customers could not pay invoices due to address/zip field validation errors, despite entering valid information. The form fields appeared correctly filled but were rejected on submission.
Key Timeline:
- Issue emerged suddenly with no store changes made by the merchant
- Problem persisted for approximately one day
- Shopify resolved the issue without public acknowledgment or notification
Troubleshooting Attempts:
- Initial suggestion to check payment gateway settings and address validation services
- Merchant confirmed using Shopify Payments with no accessible validation service options
- No action taken by merchant resolved the problem
Resolution & Workaround:
- Shopify quietly fixed the backend bug
- Merchant confirmed this was a platform-wide issue, not a configuration problem
- Alternative suggestion provided: using a third-party invoice payment app for more control and reliability, particularly beneficial for B2B transactions to avoid future disruptions
The discussion highlights concerns about Shopify’s lack of transparency regarding platform bugs affecting payment processing.
It sounds like there might be a technical issue with the address validation on your payment form. I recommend checking the payment gateway settings, ensuring that the address validation service is functioning properly, and reaching out to your payment processor’s support for assistance in resolving this specific validation problem.
1 Like
Thanks for the reply. I took a look at the payment method options. I use Shopify Payments and there isn’t an option to check on the validation service.
It appears that Shopify has fixed the issue. I’m no longer seeing this. To note, I took no action on my store to fix this.
For Shopify Payments, validation services are typically integrated seamlessly. If you’re experiencing issues, ensure your payment gateway is properly set up.
From what I can tell, this was an issue with Shopify’s native payment option. It was a bug seen for a day and then it was fixed. This had nothing to do with my setup. Shopify had a bug, but didn’t let anyone know about it and quietly fixed it.
Hi there,
That sounds incredibly frustrating—and especially concerning if it was working just days ago. When customers can’t complete invoice payments due to address validation errors (even with valid entries), it could point to a recent change on Shopify’s backend or a glitch with the current invoicing setup.
If this continues and you’re not seeing a fix from support, I’d highly recommend trying the Shopify invoice payment app.
Why this might help:- Independent from Shopify’s native draft invoice system
It gives you full control over how and when invoices are sent, and how payments are collected.
-
Send official invoices with a working payment method
You can customize the checkout and even show the invoice option only to certain users or under specific conditions. -
More reliable experience for custom payment flows
Especially great for B2B or high-ticket orders where traditional checkout hiccups cause lost sales.
Until the root issue is resolved, this could be a smart workaround to keep revenue flowing and customers happy.