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Why do I have two payment gateways on my checkout page?

If you see two Clearpay payment options on your checkout page, you have successfully installed and activated the new Clearpay payment gateway via Shopify. Now, you’ll need to follow a few simple steps to remove/deactivate your old Clearpay payment gateway.

Configuration and Setup

Q: Why am I seeing “Your payment can’t be processed for technical reasons. Please try a different payment method." at checkout?

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".

Q: Why are Clearpay orders not captured?

Please visit: https://developers.clearpay.com/v2/docs/shopify-manual-capture

Q: How do I provide access to my Shopify store?

  1. Open your account settings located at: https://shopify.com/admin/settings/account
  2. Scroll down to "Accounts and Permissions", then click Add staff account.
  3. Add an account with the following details:

First Name

Last Name

Email Address

Permissions

Clearpay

Integration

[email protected]

Apps, Settings, Themes

When you are finished, click Send Invite
For information about creating Shopify Staff Accounts see:

https://help.shopify.com/en/manual/your-account/staff-accounts/create-staff-accounts

Q: Why can't I see Clearpay in my Express checkout?

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.

Shopify Themes

Q: How do I add Clearpay to my theme?

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

Q: Why did Clearpay disappear from the Shopify product page after changing themes?

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.

Q: How do I add Clearpay to my payment icons?

  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:
  7.           
              {% 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 = "afterpay" | 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 %}
              
              

Orders

Q: Why was a customer returned to the Shopify checkout page after trying to place an order with Clearpay?

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.

Q: How can I process a refund?

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

Q: How do I update my store's minimum or maximum order value?

Please send an email with your request to:

🇪🇸. 🇮🇹. 🇫🇷 [email protected]

Q: Where can I see my orders?

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

For further guidance please see our Searching Orders documentation.

Q: When do I get paid?

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 Europe 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.

Merchant Fees

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