CLEARPAY DOES'T WORK

[tr7skatepark]

CLEARPAY IS ACTIVE FROM SETTINGS BUT DOESN'T WORK ONLINE OR IN PERSON... NO ONE IN THE CALL CENTER IS TRAINED TO HELP... ANYONE HERE THAT CAN HELP OUT?

[Breffni]

Hi @tr7skatepark, thanks for flagging this on the Community. 

Sorry to hear you were unhappy with your experience with our support team. I had a look and it appears the advocate you spoke to created a ticket for our engineering team to look into this. They will be able to follow up with you once they hear back from our team. 

I'd be happy to take a look at your Square Online site in the meantime to see if I can spot anything if you'd like to share it here. 

[tr7skatepark]

Hello @Breffni Thanks for your message but its been a week and I still haven't heard from anyone reaching out? I also found out there is been some testing in the end but I have no resolution at all? They left the testing half way and still no idea why clearpay is not working??

PLEASE HELP, this is been activated as soon as it was released, around 2 months ago and still nothing! I am loosing it, I've tried everything!

[Emma_]

Hi @tr7skatepark, can you please share a link to your Square Online site? Please do not share any personal information in this public thread. I will have a closer look into it with your site URL and follow-up with our team. 

[tr7skatepark]

www.TR7Skatepark.co.uk 

I had to hide the test item that someone left visible in my website, without giving any feedback about it either… when I clicked on the test item you can see under the title a clearpay presence, to split in 4 payments… but none of my other items have that???

[Emma_]

@tr7skatepark, thanks for your quick reply. When I click on TR7 Skate shop (Shop all button) on https://www.tr7skatepark.co.uk/. I'm redirected to a different website https://tr7skate.co.uk/ which is not a Square Online web page. It looks like you have added an external link to your navigation button. Here is an example of your items: TR7 CONCRETE WAVES SKATEBOARD DECK. This item doesn't have Clearpay logo on it because it is set up on a website that is built with a third party provider. Thus Square ClearPay feature you activated through your Square account does not work on https://tr7skate.co.uk/.

On your Square Online site, I can see you have added Events and sessions. You may have added those as a bookable Service (as part of Square Appointment feature). In this case, ClearPay won't be visible because they are bookable event/services and not physical items.  

Clearpay feature will appear on physical item level if you sell your items on the website (www.TR7Skatepark.co.uk ) linked to your Square Online account and add your items through your Square Online Overview page > Items > Site item. 

I hope it helps, please let me know if you have any further questions. 

[tr7skatepark]

Hi @Emma_ , 

The ‘shop all’ button is called events + deals on our square online website, the other button is correctly linked to an external link, and my enquire was not about that other website that clearly is not on Square. 

As you state on your message, most of them events, sessions and packs of lessons are set up as services, from square online box with the options to change the item type, not from Appointments, which either way is super confusing because it’s all the same website… why different items/services have the clearpay message if they are over £10? I had to set up the items you’ve found because I’m not able to offer classes or buying lessons in bulk to our customers as Square doesn’t offer either of them, so that’s the best and only workaround I managed to find for this software to work for us. I thought the most appropriate type of item was service…??

Anyways, I went ahead and test it myself, as I had no answer or information about this until now from you. When I tested, I switch the item from service to physical and now I can see the clearpay message. But changing to an item means there will be changes to the fullfilment, and they are no item that need to be picked up or delivered anywhere? Plus, the email confirmation the customer gets doesn’t change too?? 

Now, I have to change every item to physical just to get the clearpay working?? Do you guys realise how much time I will have to dedicate to work on this?? 🥵

[Emma_]

I'm very sorry @tr7skatepark and I totally understand the frustration. Changing the item type is not the solution here since you use the online booking system with Square Appointments. 

Although Accepting Clearpay for Square Appointments booked through Square Online sites isn’t possible at this time, you can offer Clearpay for in-person appointments/bookings, instead of booking online, your customers can check out from your point of sale using their Clearpay Card via Apple Pay or Google Pay. Here is more information about accepting in-person payments with Clearpay and Square. 

I understand this is not ideal solution but if you wish to offer Clearpay on all your  events, sessions and packs of lessons, you can do so for in-person payments only and inform your customers about this possibility through a pop-up or banner and/or an additional information on Service description page. 

You can read more Clearpay FAQ and limitations in our Support Centre. 

[tr7skatepark]

not sure if my message wasn’t clear enough… we offer packs of lessons at a set price from square online as items/ services… after the purchase of the item is done, we allocate the lessons on the square appointments software as a £0 lesson deal. When is a pack of classes we use a third party paid app (set more) to be able to allocate everyone in their class/session. 

I always asked for clearpay on these items, which are under events+deals

this is the only workaround to offer bulk lessons as well as classes.

checking again the website after writing to you, I realised there is clearly a glitch in our website, as when I selected any of these packs and went to checkout first time, I can’t see any clearpay presence, but if I go back and select again for a second time, any pack, the checkout is completely different and I have an option to use Clearpay ….? Even though the message on the item page doesn’t show up. 

please take some time to check our website….

[k_atie]

Hey @tr7skatepark, just stepping in for Emma here. Really sorry about the issue you've been encountering with Clearpay, I can definitely understand why this would be an annoyance. 

I just checked your website, under the events + deals tab and when I put a few of the items/services into my basket, the option for Clearpay appeared straight away without the need to refresh the page. Is this issue still occurring for you? If so, please send me a screenshot of what you are seeing so I can flag it to our team. 

Thanks! 

[tr7skatepark]

still not working.... I add one item and go straight to checkout and can't see any Clearpay option, find screenshot attached.

[Sam_400º]

@tr7skatepark I think this might be a non square issue as working perfectly here when I look at your site? 

Have you tried clearing all your cookies and cache? 

[Sam_400º]

@tr7skatepark Have you got content blockers or plugins on your browser? Your checkout experience looks a little different to mine beyond the clearpay not showing. 

I've also tried in a private tab to make sure it's not my cookies doing anything. 

[Breffni]

Agreeing with Sam here, @tr7skatepark, can you try clearing cache and cookies or using a different browser? 

I've just added the same item as you to my basket and the option appears for me. 

[tr7skatepark]

@Sam_400º @Breffni 

It is working now, as I had to turn off the buy now button on settings, that activated was making it glitch, now that I have changed to the add to cart button is working fine, but unfortunately the clearpay message on the actual item page is not showing on either... even though is an option at checkout which still makes it really confusing and frustrating... 

[Breffni]

Completely understand how frustrating this is @tr7skatepark, and thanks for bearing with us. 

I've added the additional information to the ticket that's open with our engineering team, I'll let you know what they come back with. 

[k_atie]

Hey @tr7skatepark, just stepping in for Alegra while she is out of office. I've just checked the ticket for this issue. We have not received any additional information as of yet, but when we do we'll make sure to update you here. Again, really sorry about this. Hopefully, we'll have a resolution soon. 

[MUDE]

My Customer is directed to Clearpay to complete a purchase. once they complete this part of the process on clearpay, they are advised they will be redirected to my site however the page goes no further. 

The customer has tried different devices and browsers, cleared browsing history etc. I have sent them a payment link to try but the payment link gives no option to pay using clearpay. My site is Mude.co.uk if you can help. 

[Lou8]

Hi @MUDE, thanks for posting !

I'm sorry to hear your customer is not redirected to your website after completing the purchase on Clearpay.

To clarify, does the payment go through successfully on Clearpay's side ? Has this happened to other customers as well, or have you been able to recreate this behavior on your end ? Could you also share a screenshot of the page your customer gets stuck on please ?

[MUDE]

[Personal Information Redacted]

@MUDE I have gone ahead and removed the screenshots since there was personal information still visible. 

[MUDE]

Please see screenshots, we don't have a high value of customers so not had any other customers at the moment trying to use clearpay, no issues from clearpays side.