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

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

  1. 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.
  1. Incorrect merchant credential configuration.
    The communication between Shopify and Afterpay 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 Afterpay Payment Gateway for additional information.
Q: Why did Afterpay disappear from the Shopify product page after changing themes?

A: To display the Afterpay 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 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 the Afterpay Product Page Display section.

Q: How Can I process a refund?

Afterpay orders can be refunded from Shopify and will be automatically sent to Afterpay. You can learn how to do refunds here:

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