FAQ and troubleshooting

The payment plan option doesn't appear on my product

Check these in order:

1. The plan is published. Open the plan; it should show Unpublish, not Publish.
2. The product is on the plan. Click View products on the plan. If the product is missing, check your rules or add it by hand, then click Sync. An edited product can take up to 5 minutes to be picked up.
3. The widget is in your theme. In the theme editor, open the product template and check the Payment Plans block is there and the theme is saved. In the editor the block shows "When listed, payment plans will appear here" as a placeholder.
4. The product template is the one in use. If the product uses a different template, add the block to that one too.

Is this a buy now, pay later service?

No. There's no lender, credit check or fee for the customer. You offer the plan, and installments are charged to the customer's own card through Shopify. The money goes to you as each installment is paid.

Do I need Shopify Plus?

Payment Plans is built for Shopify Plus stores. Development and partner stores can install it for testing.

Can a customer buy several payment plan items in one order?

Yes. Each item gets its own plan, and installments due on the same day are charged together as one payment. Cancelling one cancels all the payment plans on that order.

Can a cart mix payment plan and regular items?

Yes, with Settings > Redirects > Native (mixed cart). The regular items are paid in full at checkout. With Checkout selected, payment plan items skip the cart and check out on their own.

What currency are installments charged in?

The customer is charged in the currency they checked out in, at the exchange rate from checkout.

What if I change the product's price?

Existing customers keep the price they bought at. New customers see the new price.

Can I change a customer's plan after they've bought?

You can change the number of installments on an active plan from the customer's plan in the app. See Installments and intervals. To stop a plan, cancel it. See Refunds and cancellations.

Can I charge an installment early?

Not from the app. Installments are charged on the schedule.

A charge failed. What happens now?

The app tries the customer's other saved cards, then retries the same installment 5 and 10 days later. If it's still unpaid 10 days after it first failed, the plan is cancelled; you can change the number of days in Settings. If the bank needs the customer to approve the payment, they're emailed an invoice instead. See Failed payments.

What does a customer get back when they cancel?

It depends on your refund policy. With a full refund policy they get back everything they've paid: the down payment and the installments since, including shipping and tax. Installments paid by invoice have to be refunded by hand. See Refunds and cancellations.

When do I get paid?

As each installment is charged, through your usual Shopify payouts. The down payment is paid at checkout.

Still stuck?

Email [email protected] with your store name and the order number, if there is one.