Shop Pay Installments FAQ
Use this page to find answers to frequently asked questions made by online store owners.
Are there any additional costs to customers?
For installment orders that are split into four biweekly payments, there are no additional charges, interest rates, or late fees.
For installment orders that are paid for in monthly payments, interest rates from 10 to 36% APR apply.
Does using Shop Pay Installments impact my customer's credit score?
If your customer chooses to pay for their order in four biweekly installments, then their credit score isn't impacted.
If your customer chooses to pay for their order in monthly payments, and doesn't make their payments on time, then their credit score might be affected. Only monthly payment options might impact a customer's credit score.
Are Shop Pay Installments transaction fees returned to me when I issue a refund?
No. When you refund an order that was made using Shop Pay Installments, you send the payment back to the customer. The Shop Pay Installments transaction fee isn't returned to you when you issue a refund. Learn more about creating returns and refunds.
What if a customer opens a dispute for an order paid with Shop Pay Installments?
A customer can open a dispute with Affirm for an installments order up to 60 days after you've captured payment. If a customer files a dispute, then Affirm will email your Shopify store owner. You won't receive a notification in your Shopify admin.
If you receive a dispute email from Affirm, then you have 15 days to reply directly to the email with any evidence that you want to provide. After that time, Affirm will resolve the dispute within another 15 days. Affirm holds the disputed funds during the 30 day period, until they've resolved the dispute.
If the dispute resolution is in your favor, then the funds are released back to the bank account that you use for Shopify Payments.
If Affirm resolves the dispute in favor of your customer, then the disputed funds are returned to the customer. There's no additional cost to you if the customer is refunded.
Can I adjust the price range available for Shop Pay Installments orders?
No. Shop Pay Installments is available only for orders from 50 USD to 17,500 USD, including discounts, shipping, and taxes.
Can I choose which products Shop Pay Installments are available for?
No. Shop Pay Installments can't be customized for each product because Shop Pay Installments is available for all products in your store within the eligible price range, excluding gift cards and subscription products.
Can customers purchase gift cards using Shop Pay Installments?
No. Customers can't buy gift cards using Shop Pay Installments.
Can customers purchase subscription products using Shop Pay Installments?
No. Customers can't buy subscription products using Shop Pay Installments.
How can I help customers that have a question or problem using Shop Pay Installments?
- If a customer has questions about their loan, making a payment, or managing their account, then you can give them the link to the Installments Help Center.
- If a customer has questions about Shop Pay or the Shop app, then you can give them the link to Paying in installments with Shop Pay.
How do I get paid?
After you've captured the payment for an order placed using Shop Pay Installments, you'll receive full payment for your order within 1 to 3 business days, excluding the fee incurred for using Shop Pay Installments. You don't have to collect payments from your customers.
Affirm is responsible for collecting installment payments from your customers. You get paid by Affirm and your payouts are sent to the same bank account that you use for Shopify Payments. Custom payout schedules don't affect Shop Pay Installments payouts.
Learn more about receiving payments through Shopify Payouts.
How do I view orders made using Shop Pay Installments?
- From your Shopify admin, go to Orders.
- In the search bar, type "Shop Pay Installments".
- Review the list of orders placed using Shop Pay Installments.
How do I view payouts for Shop Pay Installments orders?
- From your Shopify admin, go to Settings.
- Click Payments.
- In the Shopify Payments section, click View payouts.
- Click Transactions.
- Click More filters.
- Select Payment method, and then select Shop Pay Installments.
- Click Done.
What happens when a customer returns an item paid for using Shop Pay Installments?
If the customer's refund amount is less than the amount remaining on their Shop Pay Installments balance, then the customer can expect one or both of the following:
- A smaller payment balance on the final payment.
- Less future payments on the remaining loan balance.
If the customer's refund amount is more than the amount remaining on their Shop Pay Installments balance, then the customer can expect to receive the difference as a refund to their original payment method. If the customer requests a refund for an order they've made monthly payments for, then their paid interest isn't refunded. Interest is the cost of borrowing, and isn't refundable.
Learn more about refunding an order.
What happens if I add an item to an existing order?
If you add an item to an existing order made using Shop Pay Installments, then an invoice is created for the outstanding balance and sent to your customer. The customer needs to pay for the outstanding balance in full using a different payment method because additional invoices aren't supported by Shop Pay Installments.
Which payment methods are accepted?
Shop Pay Installments is available for purchases made using a credit and debit card. Capital One cards aren't accepted. Your customers that choose a monthly payment option can only pay with a debit card.