Merchants are experiencing significant customer confusion and cart abandonment when shoppers accidentally select Shop Pay at checkout and cannot easily exit the process.
Core Issue:
Once customers click the Shop Pay button during accelerated checkout, they become trapped in that payment flow
Many don’t realize there’s a “Return to Guest” button at the bottom of the page
This leads to abandoned carts and customer complaints
Current Workarounds:
A “Return to Guest” button exists at the very bottom of the cart (often missed by users)
Disabling Shop Pay login can sometimes prevent the popup
Customers can delete their Shop Pay account, though this removes access to financing options
Adding warning notes to the cart page has limited effectiveness
Business Impact:
One merchant reports hiding Shop Pay entirely, but others need it for installment payment features
Another merchant saw conversion rates drop over 60% with Shop Pay enabled
Previous code solutions to hide express checkout buttons no longer work
Status: The discussion remains unresolved, with merchants requesting Shopify add a clearer exit function from the Shop Pay checkout flow.
Summarized with AI on November 1.
AI used: claude-sonnet-4-5-20250929.
We have received a crazy amount of contacts in from customers that click on the “Shop Pay” button at the accelerated checkout and are confused why they can’t select other payment methods.
They can’t exit Shop Pay after it’s been selected so now they are stuck and we get the abandoned check out notices.
We added a note to the top of our cart saying not to click on any of those accelerated checkout buttons but we still have people that don’t read until it’s to late and start complaining about how they are stuck at the checkout process.
Please add a function that allows customers to exit the shop pay checkout process if they accidently used it.
Because we need a down payment system, as Lay-buy said it was no longer doing US.
We have a lot of customers that like using the installment feature. What I would like is to remove the express checkout at the top of the checkout page but Shopify broke all the codes that allowed you to hide those. We also don’t want to pay an app to hide that.
I would like to add to this thread, just in case anyone is running into this issue still.
Currently there is a “Return to Guest” button at the very bottom of the cart, that will take them out of shop pay.
There is also the option to turn off logging in via shop pay that sometimes stops the pop up. One sure way to stop the pop up is for the customer to delete their shop pay account registered to the email they are using. Not a good idea if the customer actually wants to use the financing option.
This doesn’t stop customers from being confused and they will still get stuck in there and won’t scroll down to see the exit part and will just leave the cart.