Payments

Open Settings › Payments. Payment methods lists every way customers can pay, in one place, each with where it stands. Choose one to change its settings: Set up while it still needs something from you, Manage once it is ready (View if your role cannot change payments). While Payments is open, the Settings menu lists Storeloom Payments, Cash on delivery, Bank transfer and Other payment providers under it too.

• Storeloom Payments: cards and more, run on Stripe, with no account of your own at a provider and one rate per payment. It shows Not set up, Details needed, Under review or Ready, and its rate once it is ready.
• Cash on delivery: customers pay the courier when the order arrives. On or Off, and its fee if you set one. On an order picked up at one of your locations, the customer pays when they collect it and no fee is charged: no courier brings it. An order your own driver brings to a local delivery zone is paid at the door, with the fee.
• Bank transfer: customers transfer the total to your bank account. It says so when your bank account is still missing from Company details.
• Your own payment methods, such as Pay at pickup: changed right in the list (see below).
• Other payment providers: Mollie, Adyen, Airwallex, Authorize.Net, myPOS, iyzico and PayPal, and the payment apps you installed, each with an account of your own: one list for a card provider of your own, however it is connected. The row says how many are on at checkout, or how many are connected; one connected with test keys says Test mode in amber, because it takes no real money.
• Test card: listed only while trying a store outside production, never on a live store. Offer the test card on its page gives shoppers a pretend card that picks an outcome instead of charging anything.

Only the owner changes payment methods.

Your own payment methods

Ways customers pay you outside the store, such as Pay at pickup or Pay by invoice. Add payment method at the top of the list asks for:

• Name: what customers choose at checkout.
• Instructions (optional): shown at checkout, on the order page and in the order confirmation.
• Offer it at checkout: untick it to stop offering it without removing it.

Edit opens one in place; Apply in the bar at the top keeps your changes, and Remove takes it away. Orders paid this way wait until you mark them paid (Mark as paid on the order), then ship, like bank transfers; payment reminders work for them too. Each order keeps the method’s name and instructions as they were, even if you change or remove the method later. They are not offered for subscriptions. A store can have 10.

Payment apps

An app from the App Shop can add a way to pay, such as a card payment provider Storeloom has no built-in connection for. Once you install it, its way to pay shows under Settings › Payments › Other payment providers, after the built-in providers, by the provider’s name, with where it takes payments and in which currencies, and whether refunds go back through it. Open app takes you to the app’s own page, where its keys are; Manage opens its way to pay in place:

• Offer it at checkout: tick it to offer it; Apply in the bar at the top keeps it.
• Test or Live, where the app takes test payments: in test no money moves, so it is offered only to test orders (placed with a test checkout link from the Orders page), never to your customers; it is Live unless you choose Test, and the list shows Test mode while it is on in test. A test order never sends the app your customer’s email, phone or address.

Customers choose it at checkout and pay on the provider’s page; the order waits until the app tells Storeloom how the payment went, then it is paid and confirmed. If the payment is declined, the order still waits: the customer sees that the payment did not go through and can pay again from the order page. If nobody pays, the order is cancelled once the payment page has run out, like any online payment.

On the order page, Payment tries lists each try: paid, declined and why, being checked, ran out, or taken at another amount, and the refunds sent through the app. The alerts bell tells you when:

• the app reports money taken at another amount than the order’s: the order is not marked paid; mark it paid (what was taken counts, once, so anything above the price shows as owed back, and a refund can then go back through the app; money taken in another currency is not counted: if you did not take it as the payment, refund it in the provider’s dashboard and press I sent it back with the provider; counted money comes back to the bell if the customer paid twice, until you refund what is above the price), or refund the customer in the provider’s own dashboard and press I sent it back with the provider beside it under Payment tries (the order can then be paid again with Pay now for a while, as after a declined payment, and is cancelled when nobody pays; an order paid before, by you or a payment, and raised since is never cancelled by itself);
• a cancelled order is paid after all: the money stays on the order, so refund it (a cancelled order cannot be shipped);
• the app could not send a refund it had accepted: the refund is on the order already, so send the money back another way, then press I sent it back another way beside it under Payment tries; or a second payment of an order (also one that came after you refunded the order in full, which then stays refunded) could not go back: refund it with Refund (Storeloom tries the app first), and only if it still cannot, refund it in the provider’s dashboard and record the refund as below;
• the app refunded after you had sent the money back another way, or recorded it as sent back with the provider: the customer got it twice, so ask them to return one;
• a payment you were waiting for is confirmed after you marked the order paid yourself (with any provider, also when an edit raised the price since): it is kept as the order’s payment, nothing goes back by itself, so check the customer did not also pay another way (refunding that much clears it; after you refunded the order in full it is kept the same way and not alerted).

Refunds of these orders go back through the app when it takes refunds, spread over the order’s payments as any refund is: a second payment the app could not send back first, then the newest, each up to what is left of it. When the app takes no refunds, or is no longer installed, refund the customer in the provider’s own dashboard, then refund the order in Storeloom and tick I sent the money back with the provider myself (it shows once Storeloom could not send the refund through the app, on Refund, on Lower price with a refund and on a return’s refund): the refund is recorded against the payments a refund through the app would have taken, in the same order, and nothing is sent to the app. Money the app took at another amount or in another currency that you have not decided about cannot go back through the app: refund it in the provider’s dashboard, press I sent it back with the provider beside it under Payment tries, then refund the order. Money in another currency that you kept as the order’s payment when you marked it paid cannot go back through the app either: refund the customer in the provider’s dashboard, then refund the order and tick I sent the money back with the provider myself (it shows once Storeloom says the app cannot refund it). A payment app’s way to pay is not offered for subscriptions, and only in the currencies and countries the app names. Switching the way to pay off, or from Test to Live or back, also stops Pay now from opening new tries on orders still waiting for it (a test order is never paid for real). Removing the app takes its way to pay off the checkout; its orders keep the method’s name. It cannot be removed while payments through it are still open, a declined order waiting for its first payment (or one whose money taken at another amount you sent back) may still be paid again, or it accepted a refund that has not ended; a removal waits while a refund is being sent to it.

Payment rules

Add rule chooses a payment method and a Rule. Hide it in these countries hides the method at checkout: choose the countries (none means everywhere) and, if you like, a cart amount: Cart over or Cart under. A rule needs a country or an amount: with neither it would hide the method from every checkout, and the page refuses it; to stop offering a method, switch it off in the list above. An amount the page cannot read, such as “5oo”, is marked under its field and nothing is saved until you correct it. Offer it only in these countries shows the method only when the order goes to one of the countries you choose (or to a pickup place there), such as cash on delivery only in Bulgaria; it takes no amounts. Hide it for these shipping options hides the method when the customer chooses one of the shipping options you tick, such as cash on delivery for a locker that takes cards only; it names no countries, as the options reach their own. Each rule shows in the list, such as *Offer Cash on delivery only · in BG* or *Hide Cash on delivery · with Locker*. For example, hide cash on delivery over 500, or for one country. A rule for a shipping option you later remove stays in the list and hides nothing, until Time travel brings the option back. The amount is what the items come to, before shipping, so the choice does not change as a customer picks a delivery. A hidden method cannot be used, even by a form sent by hand. A rule with both amounts must leave room for a cart between them: Cart over 50 with Cart under 20 is refused, since no cart is both. When your rules leave some carts or a shipping option with no way to pay at all, an amber note under the rules says which (“No way to pay is left for carts over €50.00”), and at checkout those customers are told that no way to pay is offered for an order of that amount, or with that delivery, and what they can change, never that your store is closed. Remove on a rule asks first, and says what checkout offers again without it.

When the money is taken

For cards paid with Storeloom Payments, When the money is taken says when the customer is charged:

• At checkout: the money is taken when the order is placed. This is the default.
• When the whole order is fulfilled: the card is held at checkout, and the money is taken a few minutes after everything has shipped.
• By hand: the card is held at checkout, and you choose Take on the order.

While a card is held, the order shows Authorized and says until when. A hold lasts about a week, sometimes less, and Stripe sets the exact end. If it ends first, nothing is taken and the order waits for payment again, so it is not cancelled even if it has shipped. Cancelling the order lets the hold go.

Gift cards and subscriptions are always taken at checkout. With When the whole order is fulfilled, so is an order with a pre-order in it: a pre-order ships after a hold has ended, so its money is taken when it is placed. With By hand a pre-order is held like any other order, for you to take while the hold lasts. Items cannot be changed while a card is held: take the payment first. Your other payment methods work as they always did.

After a failed payment

When a customer’s online payment does not go through (a card declined, a payment cancelled on the provider’s page or left there to expire, a payment app’s refusal), the order is cancelled, or, with a payment app, it waits for the same method again. After a failed payment lets the customer finish the same order another way instead. Tick After a failed payment, offer another way to pay and the ways to offer, then Apply in the bar at the top:

• The same method again: a new try with the method the order was placed with.
• Apple Pay and Google Pay: Storeloom Payments' page opens for the order, with the wallet the customer’s device has. It is offered once Apple Pay and Google Pay are on in Storeloom Payments.
• Bank transfer and Cash on delivery: offered once they are on.
• Each payment app you installed: its own page opens for the order, as Pay now does.

The order then stays for an hour. Its page says the payment did not go through and nothing was charged, and offers the ways the order can use: your payment rules, its country and its currency decide, as at checkout. Cash on delivery is not offered on a delivery the courier priced, as that price was for another payment; bank transfer needs the customer’s email when you send payment reminders; an order that ships nothing, with no country to go by, is offered no way a country rule could hide. The order keeps its number, its items and their stock.

• Cash on delivery or Bank transfer changes the same order’s payment method. Cash on delivery adds its fee, and fulfillment starts as for an order placed with it; a bank transfer shows your bank details and gets payment reminders. The customer gets the order confirmation in the new method’s words.
• A card, a wallet or a payment app opens a new payment for the order.
• A delivery the method cannot take (a rule hides it for that shipping option, such as a locker that takes cards only) asks the customer to choose another delivery first, among those that reach them for no more than they paid (for a company that ships only to its locations, never an office or locker); the shipping price they paid stays.

Nothing is offered while a payment is still open at a provider, or once a card hold has run out (the order waits for you). After the hour, the page offers nothing more and an order nobody paid is cancelled as before. The order’s timeline says The customer chose another way to pay, with the method before and after, and the activity log keeps it as the customer’s, with the fee. The ways are offered in the order of the list.

Payments that arrive late

While a customer’s payment is still open at a provider, Pay now on their order page takes them back to it rather than starting a second payment. A payment that arrives after its order was cancelled (a page left open, or a bank transfer that cleared late) is sent back through the provider at once: the order shows it as paid and refunded, and the customer gets the Refund issued email (through a payment app it stays on the order for you to refund, see Payment apps above). If the provider refuses that refund, the money stays on the order for you to refund with Refund. A payment at the method the customer left that arrives after all, while the order still waits for its new one, is not counted on the order, so nothing is paid twice: the order’s parts go on hold (Payment), so nothing ships until you decide, and an alert asks you to refund it at the provider, or to mark the order paid, tell the courier not to collect and release the hold. The alert stays for 30 days, even if the order is cancelled or paid on delivery afterwards, as the money is still the customer’s. One that arrives once the order is already paid another way is sent back at once, as any payment made twice. Storeloom never cancels an unpaid order because a provider did not answer: after ten checks without an answer the order shows Needs attention and says so under Payment; check the payment in your account at the provider, then mark the order paid or cancel it.

A payment that fails after the order shipped

If you ship an order (all of it or part) while its payment is still being checked, and the provider then declines it, or the provider takes back a payment after the order shipped, Storeloom never cancels the order for want of payment: the order waits for its money again (the customer can still pay it from the order page), what has not shipped yet is held, and the alerts bell tells you to collect the money. An order with nothing shipped is cancelled as before.

Money taken at another amount

If a payment provider (Storeloom Payments, Mollie, Adyen, Airwallex, Authorize.Net, iyzico, myPOS or PayPal) says it took the money but at another amount or in another currency than the order asked, the order is not marked paid and is never cancelled for want of payment: the alerts bell tells you, Transactions shows the payment as Taken at another amount, and the customer’s order page says nothing more is to pay. Check the payment in your account at the provider, then Mark as paid on the order (what was taken counts, once), or refund it at the provider and cancel the order.