Using Shop Pay — Customer experience

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

Customer experience

When a customer checks out using Shop Pay, they're directed to the order review page. If the customer is using the Shop app, then they're prompted to verify their purchase through the app. However, if the customer is using only Shop Pay, then they can verify their purchase using their Shop passkey or a unique six-digit code received 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, the customer is redirected to Shop Pay to verify their information before returning 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 that has the feature activated. 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.

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

Lead capture with Shop

If you use lead capture forms created with the Shopify Forms app or supported third-party lead capture apps, then customers can sign up for marketing updates and receive a discount code for your store.

When a customer completes a lead capture form using their Shop email address, they're prompted to authenticate with Shop. After authentication, they're signed in to Shop Pay on your store, and their discount code is saved to their account. When they make a purchase using Shop Pay, the discount code is automatically applied to their order.

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 they can visit the Shop Pay Installments Help Center.

Supported cards

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.
  • Have a Visa, Mastercard, American Express, or other card that you support.
  • Use a supported debit or credit card. For example, some prepaid cards aren't supported.
  • If you accept iDEAL as a payment method, then customers in the Netherlands can use iDEAL at checkout when using Shop Pay.

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

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
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