Partial Payment Checkout issue on POS app (Partially paid/edited orders)

Retail & Point of Sale
1

Lately (seemingly ever since the 9.30.0 or 9.30.1 version update of the Shopify POS app) it is seemingly impossible to take a partial payment on an order that had some sort of edit/change to it done through Shopify Admin.

In the past we have been able to take partial payments on the POS with orders that already had partial amounts paid and/or edited orders; but that no longer seems to be the case. After several chats with Shopify Plus support, their statements have been less than helpful, claiming that this is expected behaivior and

“…there are a few current limitations with POS app payment acceptances:
If you refund or exchange an item that’s part of an order being paid for in multiple payments or edit the order, then you can’t receive additional payments on that order.”

This was not an issue earlier this month (March 2025).

The support agent got back to us again mentioning that the logs said “The Internet connection appears to be offline” But we have 6 Access points in out store and on several accounts I have witnessed this bug occur when while we were connected to internet and had full signal which was also stable. We have other wireless devices that surf the internet just fine. This keeps happening when checking out with Shopify POS. I even used a personal phone on 5G that still had the same issue.

I am not sure if this is related but there have also been a few checkouts where there was already a partial payment, and then on a future date the salesperson input a second partial payment but the checkout charged the full balance to the credit card. We have already had to appologize with several [understandably] unhappy customers. For our store these are sometimes payments anywhere from $1000.00-10,000.00 USD. We ended up having to rering the entire order to correct the payments.

We have submitted several device logs from the POS app and example orders, we have the latest version of the app (9.30.3 currently) and the latest version of iPadOS (18.3.2).

Has anyone else been experiencing this, and does anyone have any guidance?

I feel as though I have not been getting far with Support

2

Hi Romaine, I am having the same problem. If a customer wants to make a second or third partial payment, Shopify POS is automatically asking for full payment. This has started happening about a week ago. I have found a work around but it’s not that convenient.

When Shopify POS looks to the full amount cancel on the credit card terminal. Then if the customer is willing ask them for their card and input the card details manually for the correct amount.

3

Thank you very much! We will give this a shot until Shopify fixes the issue.

4

Thank you for the suggestions Catherine!

Could you please elaborate on using draft orders for the partial payments?

5

Thank you for the explanation, Catherine.

Unfortunately, we do not seem to have the ability to mark as partially paid on draft orders without “Creating the order” (i.e. no longer being a draft order).

Perhaps I am misunderstanding or missing a step.

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6

I received a new email from Shopify Plus Support claiming that the bug has been fixed in the newest update for Shopify POS (ver. 9.31.2).

We shall see if that is the case.