How can I fix payment issues in my new online store?

Payments + Shipping & Fulfilment
1

Hello. I recently started my online shop. I am having problems. Please help me urgently

1)my payments are on hold until I send a utility’s bill confirming my address. Problem is the bills are not in my name and I am staying by a friend temporary. What can I do to confirm my address and unpause my payments?

  1. my dad tried to buy a product and the order came through and then immediately got refunded back. Why?

  2. customers telling me that they can not pay with PayPal and I tried reactivating. It says a payment was rejected because there is a limitation on my PayPal. I tried googling how to disable this and I can’t do it. I literally can not find the same setting as stated in the instructions. Please guide me step by step on how to remove limitations on PayPal or disable PayPal express.
    3)my payments are on hold and it says I must contact the support but I can’t seem to fix this. Or find any real person to help.

  3. my customers are saying sometimes it says my products are unavailable but when I check it’s says it’s active and available on my side.

  4. customer saying that they are frustrated that they have to pay with páypal even though I activated other payment methods. All the other methods don’t work or show up for customer. And PayPal is giving me issues so there is no way I can make a successful sale.
    please help me urgently!!!

2

Hi there @MorphoCosmetics !

I’d like to help out today by answering some of your questions, and ensuring you’re pointed in the right direction for more info on the rest of them.

For the use of Shopify Payments, the proof of address documentation would need to be in the name of the named individual that is the account holder.

If you can confirm where it is your store is based, we can check to see if there is any other info on the types of documentation that can be accepted as proof of address in that country.

With regard to the order your father placed, it’s hard to say without more information what might be happening here so I’d like to know which payment gateway they used and any other info about his order and refund.

You can check the Orders menu in your Shopify admin to find and view the order in question, where you can scroll down the order page itself to see the order timeline.

There you should be able to see more info on when this payment was made and refunded and you may be able to click to view more information from the gateway on this order.

You mentioned you had some issues with setting up and using PayPal, could you confirm anything further about the limitation you encountered or if you’ve been in touch with PayPal support yet?

Can you tell me a bit more about your payments being on hold, and again if this is in reference to setting up Shopify Payments?

If this is for Shopify Payments, your payouts might be on hold until you can submit the documents such as proof of address you mentioned already here.

You can check in your email provider for any contact from our team about documentation that is required, or see if there is any notification in your admin where you can see any instruction about uploading documentation there.

Finally, for now, if you could share a link to any of the products that your customers had reported as unavailable I can check that out from my location too!