Why did Shop Pay Installments activate without our permission?

Payments + Shipping & Fulfilment
1

We just became aware our customer paid using Shop Pay Installments.

This cost us 6%

We have never authorized Installments

Who and why was this enabled on our store without our authorization??

We are not desperate for sales like Walmart and do not offer discounts or installments.

This does make me very angry that Installments was enable without our permission.

2

This has to be taken up with the Shopify team. Here this is a community forum where technical questions are answered. I doubt you will get any solution here.

3

Hi there, @mrauscherl-m .

I’m sorry to hear this has happened, that is definitely frustrating and confusing. Based on our documentation, you have to follow a few steps and accept the terms and conditions in order for Shop Pay Installments to be activated on your store, so I’m not sure how this would have happened without your consent. I recommend contacting our live support team so they can investigate and get our payments team involved if necessary. We’re available 24/7, and when it comes to reaching out to our live Support line, I’ll provide some steps here to make it easier.

  1. Head over to this link: Contact Shopify Support · Shopify Help Center
  2. Log in (recommended) or Continue without logging in
  3. Select the support topic that best suits your inquiry (such as Account or Store settings)
  4. Scroll down to where it says Get support and select one of the available support options

You’ll then be connected to a Support Advisor who will help you get this figured out.

Please let me know if you have any other questions.