FAQ

This can occur when a customer checks out with Afterpay 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.afterpay.com/afterpay-online/docs/shopify-manual-capture

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
Afterpay	Integration	[email protected]	Apps, Settings, Themes

4. 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

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

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

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

To display the Afterpay 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 Afterpay product page display.

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

To re-integrate the Afterpay product page display for the newly installed Shopify theme, please complete the steps outlined in Afterpay 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 = "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 %}
          
          

If Afterpay messaging is already on your store and you would like to have our team add a customizable Afterpay 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 Afterpay Banner.

3. Click Afterpay 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.
• Clicking outside of the color controller window automatically updates the banner's background to your newly selected color.
5. Once you are happy with the banner color, 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 Afterpay is invalid order amount.

A customer’s Afterpay 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.

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

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]
• 🇺🇸   / 🇨🇦   [email protected]

This occurs if the cart is modified after the customer is redirected to Afterpay 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 Afterpay 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.