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What to do if there is a payment or delivery problem

This page helps quickly check settings if the buyer does not see the needed option during checkout or the order was already placed with wrong terms.

The buyer does not see delivery​

Check:

  1. whether the right shop is open;
  2. whether at least one delivery or order receiving method is enabled;
  3. whether the method is temporarily hidden;
  4. whether the latest changes were saved;
  5. whether you are looking at an old checkout page without refreshing it.

After fixing this, open the storefront again and repeat checkout.

The buyer does not see payment​

Check:

  1. whether at least one payment method is enabled;
  2. whether the payment method is compatible with the selected delivery;
  3. whether you disabled payment for this shop;
  4. whether the instruction is clear to the buyer.

A common reason: the payment method is configured only for pickup, while the buyer selected address delivery.

Payment method is not compatible with selected delivery​

Open payment settings and check compatibility.

If the method should work with this delivery, add compatibility and save changes. If it should not, keep the limitation and explain the available options to the buyer.

Do not enable an incompatible method just so checkout shows more options. Fewer options are better, but each one should be possible to fulfill.

The seller made a mistake in the instruction​

Fix the instruction in settings and save the changes.

If the buyer already placed an order, contact them through the data in the order and explain the correct process. Do not publish the buyer's personal data in open channels and do not add real bank details to shared documents.

The delivery price is wrong​

Fix the delivery price in settings and save the changes.

For an already created order, use the data visible in the order and agree with the buyer carefully. Do not change the amount in an unclear way if the cabinet does not show a suitable action.

The buyer chose pickup but wants delivery​

Open the order and contact the buyer. Check whether delivery is available for this order and whether the cabinet has an action for it.

If there is no direct change, do not turn pickup into delivery only with an internal note. Agree on the process with the buyer and use the available workflow.

The buyer chose delivery but the address is incomplete​

Contact the buyer through the data in the order and clarify the address. Use the data only to process this order.

After clarification, check whether you need to record a comment or perform an action in the order. Do not store the address in third-party documents longer than needed for processing.

The buyer paid outside FastyShop but the status has not updated​

Check payment through your manual process. If everything is correct, open the order and use an available action, for example payment confirmation, if the cabinet shows it.

FastyShop does not confirm manual payment automatically. Do not mark payment as confirmed without checking it.

Settings cannot be saved​

Check required fields:

  1. method name;
  2. instruction, if it is required;
  3. delivery price, if the field is filled in;
  4. payment and delivery compatibility;
  5. whether at least one method is enabled.

If the error repeats after fixing this, refresh the page and try again. If settings still cannot be saved, contact support and specify the shop and section where the problem appears.

The buyer asks about tracking or a FastyShop courier​

Explain that currently, FastyShop is not a delivery service and does not issue a tracking number. Delivery terms depend on the seller and the methods the shop made available for checkout.

If you use third-party delivery yourself, tell the buyer only verified information and do not present it as FastyShop delivery.

A return, dispute, or refund is needed after payment​

Returns, disputes, and money refunds are not described as a normal payment and delivery setting. First check the order and contact the buyer through the saved order details, because the seller is responsible for their settlements, receipts, exchanges, and refunds.

Contact FastyShop support if the issue is related to a platform error, an unavailable cabinet action, or a complaint about platform rules. Support does not replace the seller, a court, or a government authority in a product dispute.

Do not promise the buyer a refund process that is not available in the cabinet or shop rules.