Shop Pay quite simply sucks when it comes to subscriptions and I’m trying to figure out how on earth to get someone on the phone to discuss this. I’ve tried the shopify customer service folks and they are no help at all and months later nothing has been changed. How do I launch a complaint they’ll actually see? They are costing me TONS of customers and I’m spending TONS of time dealing with customer service calls because when a credit card is expired in Shop Pay they make it really hard for the customer to update the card and have the update apply to their subscription. Further they make it very difficult for the customers to switch their payment method away from Shop Pay. We’ve found that I have to cancel their subscription and have them re-sign up (which screws up my analytics and is a customer service nightmare). I seriously want to just get rid of shop pay at this point because it’s such a huge PITA.
Same issue here! Very much over the time I’m spending trying to get to the bottom of this! Costing me time and customers due to the same issue as @LFoodocracy 's ! The appstle app says its a shop pay issue - shopify support asks a million questions and does nothing. I think we will try to remove shop pay app as an option for our store now as it doesn’t seem like anyone at shopify cares to do anything about this issue which is disappointing as they own Shop Pay!
I feel the same, nothing is done, they act like I’m the only person having this issue and they do nothing but point fingers. There are also redit threads. Maybe I could start a petition of some sort to collect the information so that they will finally see what a huge issue this is. I’m trying to collect as much information as I can on one ticket about the amount of people being effected so that collectively we can make an impact. If you want to join our whats app group DM me your what’s app and I’ll add you.
I can’t even fathom how someone could come up with a system so bad for subscriptions as Shop Pay. Here’s a typical customer workflow when their payment fails:
They receive our email and go to their customer portal. It’s a dead end.
Then they reach out to us confused (because even customers don’t understand what Shop Pay is)
Then they head into the Shop app and add their card
Then their payment fails again the next day because they didn’t know they had to go back into their customer portal (where we sent them away from) to associate the card with the subscription.
I just can’t even imagine how someone could’ve thought this would be convenient for customers. Instead of just making it easier for subscription apps to handle payment methods in their own portals via a Shop Pay API (they can do this with credit cards), they created a completely ridiculous system where subscriptions need to be managed in two different places. Talk about friction. The last thing you want in your subscription UX is friction.
It’s crazy that I have to have my customers cancel their subscriptions and sign out of checkout to check out as guests in order to make their subscriptions work right.