Shopify: Troubleshooting

Troubleshoot common issues

Follow the steps in Troubleshoot common issues article to ensure proper connection between Mollie and your Shopify instance and then the steps below for Shopify-specific settings.

Automatic refunds triggered by Shopify integration

If you notice unexpected automatic refunds, it may be due to a failed payment confirmation from Shopify. When Shopify is unable to confirm a transaction, the integration will automatically issue a refund to prevent any incorrect charges.

When this occurs, you’ll see the following message on the refund description: "Unable to confirm payment on Shopify. Refunded automatically."

Why a payment confirmation might fail
Payment confirmations on Shopify can fail for several reasons, including:

1. Product Availability: Shopify checks stock availability to ensure that products aren’t oversold. If a product isn’t available, the confirmation might fail.
2. Discount Code Validity: Shopify also verifies that any applied discount codes are still valid. If a discount is expired or invalid, the confirmation won't go through.

What to do

1. Review the Refund Message: the description provided in your Mollie Web app explains that the refund was triggered because Shopify couldn't confirm the payment.
2. Contact Mollie Support: if you need further assistance or guidance with this issue, please reach out to our support team using the steps below. We’re here to help!

Cannot install payment method for a specific country

You may find you're unable to install a payment method intended for a specific country. This typically happens when your Shopify store's base currency doesn't match the currency required by that payment method.

Why it might fail

Some local payment methods only support a specific (single) currency. For example, TWINT only supports CHF.

Our Shopify app checks your store's base currency to determine which methods you can install. If your store's base currency is EUR, you cannot install a payment method that exclusively accepts CHF. This restriction is in place to prevent payment fails during checkout.

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This limitation exists even if you use Shopify Markets to sell in multiple currencies. The Mollie app's configuration is tied to your store's original base currency, not the displayed currencies in your storefront.

What to do

Currently, our Shopify app does not support multicurrency and installing payment methods based on a customer's local currency. We are working with Shopify on enabling this feature in the future.

For now, the only way to offer currency-specific payment methods is to operate a separate Shopify store with that currency set as its base currency.

Contact support

In case you're still experiencing problems or have questions, contact support.

1. Log in to Shopify.
2. Select Settings > Payments.
3. Scroll down to the payment method and select Manage.
4. Select Contact Mollie - [payment method].
5. Provide a clear description of the problem or your request using 30 characters or more.
6. Select Send message.