Core issue: Store credit applied in Shopify checkout does not carry over when customers switch to Shop Pay (Shopify’s accelerated checkout), PayPal, or other third‑party payment providers. Credit is only honored if the purchase is completed through the standard Shopify checkout.
Reproduction: Customers log in, check the “Store Credit” box and see the total reduced. Selecting a third‑party payment method removes the credit and reverts the total.
Impact: Merchants hesitate to issue small courtesy credits due to redemption failures and ensuing support emails. One membership program (~800 monthly members) reports widespread confusion and business impact.
Workarounds: Some merchants generate discount codes and then zero out the store credit. Others instruct customers to log out of Shop Pay to apply store credit and have created explainer videos.
Expectations and feedback: Participants call this a major oversight and expected Shop Pay to respect store credit like the standard checkout. They urge Shopify to fix it urgently, citing upcoming promotions (e.g., Black Friday).
Status: No official fix or acknowledgment noted. The issue remains open and unresolved.
Summarized with AI on December 12.
AI used: gpt-5.
Shopify Store Credit doesn’t work across all payment platforms. If a customer logs into their account and at checkout they check the Store Credit check box, it will take the credit amount off the order total. The problem is that if they then move to Shop Pay, PayPal, or any other 3rd party payment method the store credit is not reflected in the order total. The only way to redeem store credit is to through the standard Shopify checkout interface.
Store credit makes it very conveneint to solve issues by just issuing a $5 courtesy credit to keep customers happy, but I am often hesitant to issue credit when I see that have previously used Shop Pay or PayPal to checkout. More often than not they will have trouble redeeming the credit and will be emailing me that they can’t apply the credit.
This just happened to me this morning! My customer applied their credit and then selected their payment option and it went away. I ended up just creating a discount code they could use to redeem it and then zero’d out their store credit. Since ShopPay is part of Shopify you’d think using the cards they have on file would allow the credit to apply.
To the Shopify team…this NEEDS to be fixed! Especially since I’m doing a black friday promo around store credit.
This is huge oversight on behalf of the development team. I’m suprised the
testers didn’t pick up on this. Testing the new feature with various
payment methods is pretty basic testing.
My company has a membership program that is based on store credit redemption. We have almost 800 monthly members and the majority of them are confused as to how to apply store credit. I had to make a video explaining to them how to ignore the store credit that shows as a payment method if they are logged into Shop Pay and to log out of Shop Pay so that they can apply their store credit. I brought it up to shopify and they do not seem that motivated to fix it. This issue was created by them and its a HUGE problem that is costing my business. Seems like it should be a simple enough fix. I guess ill have to keep bugging them or hope more people complain