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afterpay won't work

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so I am at a loss here. I thought everything was connected properly but afterpay is not working for me. I have contacted stripe and afterpay and they both said everything looks good on their ends and it must be an issue with my Squarespace. I have the commerce basic plan and my afterpay toggle is switched on. is there something I missing? 

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40 minutes ago, knimen said:

afterpay is not working for me

Please provide some more details including a link to the site and details of what you see when you say "afterpay is not working". Also, please confirm that you are selling physical goods. Afterpay is not available for digital or service products, or subscriptions.

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About me: I'm Paul, a SQSP user for over 18 yrs and a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL, providing high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is completely free. You can thank me by selecting a feedback emoji below. Buying a coffee is optional.

Book paid help with domains: Connect a GoDaddy domain. Connect a Squarespace Domain. Domain assistance

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18 minutes ago, knimen said:

my customer just says "afterpay failed"

Thank you for the additional information. I can now see that Afterpay is installed on the site.

If Afterpay fails, the customer should typically see a message like this:

image.png.8165c7a58dfb56ffc676758f518c8701.png

This simply tells the customer that Afterpay did not process their payment request, but it doesn't tell them why. You may be able to find more details by logging on to your Stripe account to check for an Uncaptured payment. If you don't see one, failure could be for a number of reasons and it may be difficult to trace. Reasons may include:

  • The country they are in at the time of the purchase (or they are using a VPN)
  • The browser they are using is not up-to-date
  • The browser they are using is an in-app browsers from social platforms like Instagram or TikTok
  • Their device's operating system is not up to date
  • A technical failure (try again later)

It is very difficult to troubleshoot issues like this. It will involve following-up with the customer to check the browser they used (version and type) and their device details, like operating system and device version and then you'll need to pass this to Squarespace Customer Care.

If your customer saw an Afterpay message telling them that their purchase wasn’t approved, they should contact Afterpay themselves.

About me: I'm Paul, a SQSP user for over 18 yrs and a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL, providing high quality original extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
Forum advice is completely free. You can thank me by selecting a feedback emoji below. Buying a coffee is optional.

Book paid help with domains: Connect a GoDaddy domain. Connect a Squarespace Domain. Domain assistance

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