Here you will find some of the most asked questions related to the Order process
➡The user has paid the order, but I cannot find it in the backend of Scalapay. Why?
➡How do you refund in the plugin?
➡A customer does not succeed to make an order. What can I do?
➡I see issues in order processing. What can I do?
➡I have a Shopify platform and customers cannot proceed to Checkout and place the order. Why?
➡A customer was trying to make an order and he was asked to verify the ID what should I do?
The user has paid the order, but I cannot find it in the backend of Scalapay. Why?
If a user successfully paid an order, but you cannot find it anywhere, login into your Merchant Portal, go to the Sales tab and check if the data are filtered or if there is any filter active which does not allow you to see the complete list of orders. By default, the Merchant Portal automatically filters per last week orders.
What you can do is setting the filters on the order date you wish to see.
If you still cannot find your order, please contact our merchant support at [email protected]
How do you refund in the plugin?
You can find more information about refunds here .
A customer cannot place an order. What can I do?
There could be many reasons why the final customer cannot place an order. The best way to help the user is to address him or her to the Customer Care or mail to [email protected]
I see issues in order processing. What can I do?
Please email us at [email protected] asking for support with all details about the order : order token, user email, order data.
I have a Shopify platform and customers cannot proceed to Checkout and place the order. Why?
If this is the error you are experiencing, we want to reassure you that this has nothing to do with your Scalapay plugin or your website.
Unfortunately, Shopify platform is experiencing some troubles lately. We are already in contact with them and they promised to solve this issue as soon as possible (Scalapay service, however, is correctly working).
A customer was trying to make an order and he was asked to verify the ID, what should I do?
If it happens that one of your customers is asked to verify his ID, please visit the following link:
Otherwise, you can get in touch with our Customer Care or you can contact us using Jira ticket or by sending an email to [email protected] .
Updated 8 months ago