Explanation:
There are several reasons as to why an error may occur on your Shopify store’s checkout page when Clearpay as the payment method is attempted.
Please refer to the Action section to further understand and resolve the challenge.
Action:
Please review and follow the various reasons and solutions below:
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Order Not Processed
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Cause: After a customer attempts to pay with Clearpay, the order may fail to complete, and the customer may see a message indicating that the payment couldn't be processed. The order may show as "Pending" or "Unpaid" in the Shopify admin.
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Solution: Ensure your Clearpay account is active and functioning. Simply re-trying the payment or having the customer attempt it again can resolve temporary issues. Also, please keep in mind that Clearpay may not be supported in all regions.
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Cause: After a customer attempts to pay with Clearpay, the order may fail to complete, and the customer may see a message indicating that the payment couldn't be processed. The order may show as "Pending" or "Unpaid" in the Shopify admin.
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Error Messages in the Checkout
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Cause: Customers trying to use Clearpay might encounter a message during checkout like:
- "Payment could not be processed. Please try again later."
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"There was an error with Clearpay. Please select another payment method."
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Solution: Advise the customer to clear their browser cache and cookies and retry. Sometimes, stale data can cause issues during checkout. In your Shopify admin, ensure Clearpay is enabled under your payment settings. If there was a temporary issue, toggling the payment method off and on can sometimes help reset the integration.
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Cause: Customers trying to use Clearpay might encounter a message during checkout like:
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Payment Gateway Configuration Errors
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Cause: If there is an issue with your Clearpay integration, you might see error messages such as:
- "Payment gateway could not be connected."
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"Clearpay service is temporarily unavailable. Please try again later."
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Solution: Double-check that your Clearpay credentials are correctly entered in the Shopify Payments settings (under Settings > Payments). If the keys are outdated or incorrect, Clearpay will not process payments.Sometimes, after an update or change in the system, you may need to remove and then re-add the Clearpay payment method in Shopify’s payment settings to re-establish the connection.
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Cause: If there is an issue with your Clearpay integration, you might see error messages such as:
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Clearpay-specific Error Codes
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Cause: Technical issues may result in specific error codes displayed in the Shopify admin or in API logs, such as:
- "503 Service Unavailable"
- "400 Bad Request"
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"401 Unauthorised"
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Solution: Please see the below explanations:
- 503 Service Unavailable: This usually means our servers are temporarily down. Wait for a short period and try again.
- 400 Bad Request: This indicates that there’s an issue with the data being sent to our API. Verify the information you’re sending through Shopify’s integration and ensure it meets our format and validation rules.
- 401 Unauthorised: This error indicates a problem with your Clearpay credentials. Recheck your Merchant ID and Secret Key in your Shopify payment settings and ensure they are up to date and correct.
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Cause: Technical issues may result in specific error codes displayed in the Shopify admin or in API logs, such as:
Important Notes:
Clearpay is available for Shopify merchants with a store address in select countries. Please see here for more details.