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Using Shop Pay — Customer experience

On this page, you will find detailed information about the customer experience when using Shop Pay.

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Checking out with Shop Pay on an online store

When a customer checks out using Shop Pay on your online store, Shop Pay directs them to the order review page. If the customer is using the Shop app, then the app prompts them to verify their purchase. If the customer is using only Shop Pay, then they can verify their purchase using their Shop passkey or a unique six-digit code that they receive by text message or email.

If a customer returns to your store using the same device, then they can check out without using Shop app passkeys or SMS confirmation. During checkout, Shop Pay redirects the customer to verify their information before they return to checkout to complete the purchase. Additionally, if your store offers pickup in store or local delivery options, then customers can choose these options during checkout with Shop Pay.

After customers opt in to Shop Pay and complete verification, they can use their saved information on any Shopify checkout where you've activated Shop Pay. There's no need for them to verify themselves again. Some customers might also have the option to pay in installments using Shop Pay Installments.

Whether a Shop account is created during checkout depends on whether the customer is a guest, which payment method they use, and regional checkout rules. Refer to Shop account creation.

Making a purchase with Shop Pay at a retail store

You can let customers purchase items using Shop Pay at your retail locations. On Shopify POS, staff can select Shop Pay as the payment method at checkout and present a QR code for the customer to scan with their phone's camera.

When the customer scans the QR code, they can complete the purchase on the Shop website. Purchases made at a retail store using Shop Pay can be completed on the Shop website only, not in the Shop app. After checkout, they can view the order confirmation in their browser. They can also choose a receipt option on your POS device.

If you have Buy with Prime activated on your store, and a customer has connected their Amazon Prime account to Shop, then customers can select Amazon Prime shipping options when they check out using Shop Pay on your online store.

Managing payment information

If a customer wants to update their Shop Pay account information, then they need to sign in to Shop Pay on the Shop website with their registered email address before updating their information.

If a customer purchases a subscription product using Shop Pay, then they can also view their subscription details and update their payment information on the Shop website. If a customer's payment card is close to expiring, then they automatically receive an email from Shop reminding them to update their payment information to prevent interruptions to their subscription plan.

Deleting cards and subscriptions

If a customer deletes a payment card from their Shop Pay account, then any active subscriptions linked to that card continue until the customer cancels them. The card is removed from the customer's Shop Pay wallet and won't appear in checkout, but subscription billing continues.

When a customer attempts to delete a card linked to an active subscription, the following events occur:

  • The customer is informed that deleting the card won't cancel their subscriptions.
  • After the card is deleted, the customer receives an email with a summary of their active subscriptions and a link to manage them.
  • The subscriptions continue to bill according to the existing schedule.

If a customer wants to cancel their subscription, then they need to do so separately through their customer account or the Shop website.

Customers can also opt out of Shop Pay at any time if they no longer want to use the service. For any questions or concerns about using Shop Pay, customers can visit the Shop Help Center.

If you use lead capture forms with Shop, then discounts can be saved to a customer's account and applied when they pay with Shop Pay. Learn more about lead capture with Shop.

Customer support for Shop Pay

If customers have any questions or need assistance with using Shop Pay, then they can visit the Shop Help Center. Additionally, if they have questions specifically about paying by installments with Shop Pay, then they can visit the Shop Pay Installments Help Center.

Supported payment methods

Shop Pay supports the following payment methods when accepted by your store:

To use Shop Pay, customers need to:

  • Activate their cards before use, if applicable.
  • Be able to make online purchases.
  • Have billing information that matches their bank account on file. For example, the zip code needs to match the billing address.

If a customer is using Shop Pay Installments, then Capital One and Chase credit cards aren't accepted.

Payment method availability by market

The payment methods available through Shop Pay can vary by market. For example, in Germany, only card payments are available through Shop Pay. PayPal, Klarna, and Google Pay aren't available through Shop Pay in Germany, even if those payment methods are activated in your standard checkout. These are platform-level restrictions that can't be changed.

If you want all customers in a specific market to have access to the same payment methods regardless of their checkout path, then you can deactivate Shop Pay. After deactivation, all customers use your standard checkout with your full set of activated payment methods. Deactivating Shop Pay also removes Shop sign-in features from your store. To learn what changes, refer to Shop sign-in features.

Supported languages

Shop Pay is available in the following languages:

  • Chinese (Simplified)
  • Chinese (Traditional)
  • Czech
  • Danish
  • Dutch
  • English
  • Finnish
  • French
  • German
  • Hindi
  • Italian
  • Japanese
  • Korean
  • Norwegian (Bokmål)
  • Polish
  • Portuguese (Brazil)
  • Portuguese (Portugal)
  • Malay
  • Spanish
  • Swedish
  • Thai
  • Turkish