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

A: There are two common causes for a customer being returned to the Shopify checkout page after trying to place an order with Clearpay. These causes are listed below:

  1. 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.
  1. Incorrect merchant credential configuration.
    The communication between Shopify and Clearpay is dependent on a correct combination of the Merchant ID and Secret Key.
    Please ensure that:
  • Merchant ID is entered correctly.
  • Secret Key is entered correctly.
  • Test Mode is not enabled.
    See Clearpay Payment Gateway for additional information.
  1. Email is not included in the checkout fields.
    The customer email is mandatory information. Some checkout are asking for the phone number or the email. If the customer introduce only the phone, we are not receiving the email, unless that you are adding in other field.
    As such, the customer will be returned to the Shopify checkout page.

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

A: To display the Clearpay instalment 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 the Clearpay Product Page Display section.

Q: Could we modify how Clearpay looks on the checkout page?

Using Shopify is not possible to modify the look and feel on the checkout page. We configure the gateway and Shopify is the system in charge of configure the checkout page.