Explanation:
When integrating Clearpay into your WooCommerce store, your customers may encounter various error messages during checkout. Please refer to the Action section below for a breakdown of some of the common error messages, their possible causes, and resolutions.
Action:
-
Clearpay Not Available for Your Region
- Cause: Clearpay is not supported in the customer’s country or region.
-
Resolution: Ensure that Clearpay is available for the customer’s region as customers in unsupported regions will need to use an alternative payment method. To sell into other countries, please refer to our Cross Border Trade feature.
-
Unable to Process Your Payment / Unable to Complete Your Payment
- Cause: This error may be triggered due to a temporary issue with Clearpay’s servers or a problem with the customer's payment method.
-
Resolution:
- Wait a few moments and try again, as the issue might be temporary.
- Verify that the customer’s Clearpay account is in good standing and that there are no issues with their credit limit or eligibility.
-
Transaction Declined
- Cause: Clearpay might decline a transaction due to customer eligibility issues, insufficient credit, or other internal policies.
-
Resolution: Customers should check their Clearpay account to ensure they are eligible and have sufficient credit for the purchase. Please advise them to reach out to Clearpay if the decline reason is unclear.
-
Invalid Card Information
- Cause: The customer has entered incorrect card details, such as an expired card or an invalid number.
-
Resolution: Ensure the customer’s card information is correct, and the card has not expired.
-
You Are Not Eligible for This Payment Plan
- Cause: Clearpay has assessed the customer’s eligibility and determined they do not qualify for installment payments.
-
Resolution: Customers can check their Clearpay account for details on why they are not eligible.
-
Address Mismatch
- Cause: Clearpay may require that the billing address provided by the customer matches the address on file with their Clearpay account.
-
Resolution: Ensure the billing address entered in WooCommerce matches the one associated with the Clearpay account.
-
Payment Option Not Available
- Cause: The Clearpay payment option is not available for the customer due to certain restrictions (e.g. payment method is not enabled in the region, or their Clearpay account is restricted).
-
Resolution: Ensure that Clearpay is available for the customer’s region and that the customer’s account is in good standing.
-
Error Processing Clearpay Payment
- Cause: This error can occur due to server issues, network disruptions, or a failure in processing the payment request.
-
Resolution: Have the customer try again after a few minutes.
-
Payment Method Not Supported
- Cause: Clearpay may not support the customer’s chosen payment method (such as a pre-paid card or certain types of bank accounts).
-
Resolution: Customers should try using a different payment method linked to their Clearpay account, like a credit or debit card.
-
Failed to Load Clearpay
- Cause: A technical issue that prevents Clearpay from loading correctly on the checkout page (e.g. script conflict, plugin issue, or slow internet connection).
-
Resolution: Refresh the page and ensure that the website is loading properly. Advise customers to check their internet connection and try again.
-
Account Suspended or Restricted
- Cause: Clearpay may suspend or restrict a customer’s account due to non-payment, suspected fraud, or violation of terms.
-
Resolution: Customers should contact Clearpay support to resolve any account-related issues or to find out why their account was suspended.
-
Clearpay Unavailable for This Item
- Cause: Clearpay may not be available for certain products due to merchant settings or the product not qualifying for installment payments (e.g. digital goods, high-risk items).
- Resolution: Ensure that the customer is not attempting to purchase ineligible items and if they are, have them remove the ineligible items from their cart to proceed with eligible products.