Shopify FAQ

This can occur when a customer checks out with Clearpay without entering an email address.

To prevent this from happening you can go to your Shopify settings and select “Customers can only check out using email".

Please visit: https://developers.clearpay.co.uk/clearpay-online/docs/shopify-manual-capture

Clearpay is currently unavailable on Shopify Express Checkout.
If you navigate to the Payment Methods you should be able to view Clearpay.

If Clearpay is not visible on the Payment Methods please contact your Clearpay Delivery Manager.

Click the copy to clipboard button and paste the snippet in at the bottom of your theme.liquid file.

To display the Clearpay installment detail on the Shopify product pages, the active store theme is modified. When changing Shopify theme, a new set of theme/template files will be installed, which will not include the Clearpay product page display.

Although the product page display will require re-integration, Clearpay will remain active as a Payment Method on the Shopify checkout page.

To re-integrate the Clearpay product page display for the newly installed Shopify theme, please complete the steps outlined in Clearpay site messaging.

1. Ensure that payment icons are enabled
2. Go to Themes → Customize

3. Click on Sections → Footer
4. Check "Show Payment Icons"

5. In the theme editor find footer.liquid
6. Find the block of code starting with {% if section.settings.show_payment_icons %} and ending in {% endif %} and replace with below:

          
          {% if section.settings.show_payment_icons %}
          <div class="grid__item site-footer__payment-icons">
          {% unless shop.enabled_payment_types == empty %}
          <span class="visually-hidden">{{ 'general.payment.method' | t }}</span>
          {% assign payments = "clearpay" | concat: shop.enabled_payment_types %}
          <ul class="payment-icons list--inline site-footer__icon-list">
          {%- for type in payments -%}
          <li>
          {{ type | payment_type_svg_tag: class: 'icon icon--full-color' }}
          </li>
          {%- endfor -%}
          </ul>
          {% endunless %}
          </div>
          {% endif %}
          
          

If Clearpay messaging is already on your store and you would like to add a customizable Clearpay Banner, follow the instructions on this page Add a Clearpay Banner to Shopify.

If Clearpay messaging is already on your store and you would like our team to add a customisable Clearpay banner, please fill out our Banner Request form.

1. Login to your Shopify Admin and navigate to your theme settings page: Go to Online Store > Themes.
2. Customize the theme with the Clearpay Banner.

3. Click Clearpay banner:

4. Click the icon next to Background color.

• Use the controls to adjust the color and fine tune brightness/saturation.
• To set the background color to a known value, enter the hex value in the text box.
• Click outside of the colour controller window to automatically update the banner's background to your newly selected colour.
5. Once you are happy with the banner colour, click Save in the top-right corner of the window.

A common cause for a customer being returned to the Shopify checkout page after trying to place an order with Clearpay is invalid order amount.

A customer’s Clearpay transaction will not be approved should the order total be:

• Below the merchant minimum order value.
• Above the merchant maximum order value.
• In a non-supported currency.

As such, the customer will be returned to the Shopify checkout page.

Clearpay orders can be refunded from Shopify and will be automatically sent to Clearpay.

You can learn how to do refunds here:

https://help.shopify.com/en/manual/orders/refund-cancel-order

Please send an email with your request to:

• 🇬🇧 [email protected]

You can view your orders in the Clearpay Merchant Admin Portal.

For further guidance please see our Searching Orders documentation.

Settlement payments are processed 1-5 business days after the order date, with banks typically taking an additional day or two to deposit the settlement into your company account.

Settlement and Timing

🇬🇧   In the UK our settlement process is based on Greenwich Mean Time (GMT). So each settlement report will include all transactions processed the previous day ending at midnight GMT.

In France 🇫🇷, Italy 🇮🇹 and Spain 🇪🇸 our settlement process is based on Greenwich Mean Time (GMT+1). So each settlement report will include all transactions processed the previous day ending at midnight GMT+1.

Merchant Fees

Clearpay merchant fees are deducted from each transaction prior to settlement payout.

This occurs if the cart is modified after the customer is redirected to Clearpay to complete the order. Adding or subtracting units of any item to the cart, or even new items, changes the amount. The transaction on the Clearpay side now has a different amount than the amount in the merchant's Shopify shop.

According to Shopify, payments apps must not do any of the following:

• Use any Shopify APIs other than the Payment Apps API and mandatory webhooks for General Data Protection Regulation (GDPR)
• For more details, see the Prohibited Actions section

If the amount is different and the customer has paid less than the order at the Shopify shop, the order status automatically becomes Partially Paid.

Fix the problem

You, the merchant, must do a manual action to fix the problem. Here are some suggested methods to try:

• If the amount paid is less than the final order value, you can ask the customer to submit an extra payment. Ask the customer to use a different payment method to make this payment
• If the amount paid is more than the final order value, you can make a partial refund to resolve the discrepancy
• You can cancel the entire order, and refund the customer. Then ask the customer to place their order again, this time with the correct number of items in the cart

NOTE: If this problem occurs regularly, please inform Shopify.