Setting up your Shoplazza store requires configuring payment gateways, checkout page settings, domain connection, shipping, and multi-language support. This FAQ answers common questions that help you troubleshoot setup issues, streamline the store configuration process, and ensure a smooth experience for your customers.
Receiving payments
This section addresses common issues related to configuring payment providers in your Shoplazza store. Whether you're using PayPal, credit cards, or manual payment methods, these answers will help you troubleshoot display issues, understand channel limits, and avoid payment errors.
1. Why is there no PayPal button on the checkout page even though it’s enabled?
This usually happens when the currency set for your store or checkout page is not supported by PayPal. Currencies such as Chinese Yuan (RMB), Korean Won (KRW), and Saudi Riyal (SAR) are not accepted by PayPal, which causes the payment button to disappear from checkout.
2. Why does credit card payment still redirect to PayPal after enabling PayPal’s BCDC feature?
This is expected behavior with PayPal Smart Payment Buttons. The credit card option is part of the PayPal system, so clicking it opens a PayPal pop-up or embedded form. The exact display is automatically determined based on the customer’s IP address, browser language, and region. Customers can still pay directly with a credit or debit card and are not required to create a PayPal account if they uncheck the option to register.
3. Why did PayPal payment fail with the message “order amount must be greater than 0” even though the amount is 0.01?
This issue is often caused by using a currency that doesn’t support decimals in PayPal. For example, Japanese Yen (JPY) does not allow decimal values, so an amount like 0.01 JPY will be treated as invalid and cause the transaction to fail. Use a whole number that complies with PayPal’s rules for that currency.
4. Why can’t I enable Apple Pay in PayPal due to a domain registration error?
Each domain can only be linked to one PayPal Apple Pay account. If the domain is already linked through another PayPal merchant, you’ll need to unlink it from the previous PayPal account or change your store’s default domain under Settings > Domains before you can activate Apple Pay.
5. Why does a warning appear saying that enabling a new credit card channel will close other payment methods and remove routing rules?
This message appears when two credit card channels are already active under Settings > Payments > Advanced settings. If you confirm the new channel, both existing channels and their routing rules will be removed. The newly added channel will take effect, and you’ll need to reconfigure transaction allocation and re-enable Smart Retry if needed.
6. Is manual payment the same as cash on delivery (COD)?
Not exactly. Manual payment refers to any offline payment method that customers complete outside of your store, such as bank transfers or in-person payments. Cash on delivery is just one type of manual payment option.
7. Can I link multiple credit card channels?
Yes, you can link more than one credit card channel, but only one provider can be active at a time. If you want to use multiple providers, go to Settings > Payments > Advanced settings and set up transaction allocation to divide payment traffic based on criteria like currency or region.
8. How can I tell whether a credit card channel is a direct integration or redirect-based?
Go to Settings > Payments > Add payment provider. Channels labeled simply Credit Card usually process payments directly on your checkout page. Channels labeled Alternative Payment Methods (APM) indicate a redirect-based integration that directs customers to a separate payment screen.
9. Why is the PayPal “Activate” button still greyed out after linking my account?
This is only a display issue and does not affect functionality. As long as the button says Activated, your PayPal account is successfully linked and ready to use. The greyed-out appearance does not affect functionality.
10. Can I link WorldFirst (Wanlihui) to collect customer payments?
No. WorldFirst does not support collecting payments from customers directly. It only provides foreign exchange and withdrawal services for merchants. If you use PayPal or Stripe to transfer funds to WorldFirst, those funds must come from physical product sales. Non-product transactions aren’t supported.
11. Why isn’t the PayPal payment button showing on the product page even though PayPal is linked?
Go to Settings > Payments > PayPal, click Manage, and scroll down to Enable PayPal Checkout under Express Checkout. Then go to Sales Channels > Online Store > Themes > Customize, open your product template, and ensure the “Show ‘PayPal express checkout’ button” toggle is turned on in the Buy buttons section. If the buttons still don’t appear, make sure you’re accessing the store from a public network. Smart Payment Buttons are not always visible in internal preview environments.
12. Can I change the display order of payment methods on the checkout page?
Yes. Go to Settings > Payments > Payment method management, then click and drag the payment methods into your preferred order. The order shown here will match the order customers see during checkout.
13. How do I remove the “Pay Later” button on the product page?
Go to Settings > Payments > PayPal, then turn off the Enable PayPal Checkout under Express Checkout. This will remove the Pay Later button from your product pages. Keep in mind that this also removes other PayPal-powered buttons like credit card or local payment options. The Pay Later button is only shown to visitors in supported regions, such as the United States.
14. Can I link the same payment account to more than one store?
Yes. A single payment account, such as PayPal, can be linked to multiple Shoplazza stores without any issues.
15. What payment channels are recommended for merchants based in mainland China?
For merchants operating in mainland China, commonly used payment providers include Oceanpayment, Pacypay, and Allinpay. These channels are more compatible with local regulations and settlement needs.
16. Will tracking numbers sync automatically to payment channels after an order is shipped?
Yes. Once an order is fulfilled and a tracking number is added, it will automatically sync to supported payment channels. These include PayPal, AsiaBill, IPayLink, Klarna, LianLian, Oceanpayment, PayEase, Photonpay, and Woosh.
Basic information and employee management
This section covers frequently asked questions about your store’s basic settings, including password protection, default currency, language options, and employee account permissions.
1. Why do I need to enter a password to access my store?
Your store has password protection enabled. To turn it off, go to Settings > Basic information and uncheck the password protection option. If you're using a trial store, you must first link a payment method under Settings > Plans and payments > Manage payment methods. You do not need to select a paid plan or complete a purchase while on the trial period. Linking the payment method is enough to disable password protection.
2. Why can’t I change the store’s default currency?
Once your store has created any orders, the default currency becomes locked. To change it, go to Settings > Market, delete all markets except the main one, then return to Settings > Store information > Basic information to update the default currency. The main market will automatically update to match the new currency.
3. How do I change the language of the store admin?
Go to Settings > Store information, then click Change account language next to the Account language field. This will take you to Account > Basic information, where you can select either English or Simplified Chinese from the dropdown. This only affects the admin interface and does not change the language of your storefront.
4. How do I change the icon that appears next to my website link in the browser tab?
Go to Settings > Store information, then upload a new image under Site icon. This image is your site’s favicon, which appears in the browser tab, bookmarks, and navigation bar. The recommended size is 32×32 pixels.
5. Why didn’t the staff member receive the invitation email after I added their account?
Ask them to check their spam or junk folders. Some email platforms may filter the invitation message by default. If it’s not there, try resending the invitation or using a different email address.
6. Why do I need to set a password after clicking the invitation link sent by SMS or email?
If the invited staff member has never registered a Shoplazza account before, they’ll need to create a password to activate their account. This step is required before they can log in and access the store admin.
7. How many staff members can I invite to help manage my store?
The number of staff accounts you can add depends on your current plan. The Basic plan includes up to 3 staff accounts, the Advanced plan allows 5, and the Pro plan supports up to 15.
8. Why can’t I see certain features or sections in the store admin?
If you're using a staff account, your access depends on the permissions granted by the store owner. Ask the admin to check your role settings under Settings > Staff to make sure you’ve been given access to the specific features you need.
Domain linking
This section addresses common issues when connecting a custom domain to your Shoplazza store, including registration errors, DNS conflicts, SSL verification, and switching between domain types.
1. Why does it say “Domain is already in use” when I try to link my domain?
This message appears when your domain is already linked to one of your other Shoplazza stores. A domain can only be connected to one store at a time. To use it with your current store, log in to the original store, go to Settings > Domains, and remove the domain from there. Once removed, you’ll be able to link it to your new store.
2. Why does it say the domain is not registered when I try to link it?
This can happen for two reasons. First, confirm with your domain provider that the domain has been successfully registered and is active. If it’s a newly purchased domain, it may take up to a few hours to become available for linking. Second, if you're using a domain from a domestic (China-based) provider, real-name authentication may be required before you can link it to your store.
3. Can I unlink my domain after the store has expired?
Yes. If your store has expired, you can still log in and unlink the domain from the expiration screen. If there is no unlink option shown, that means the domain is no longer connected to the store. Once a store is fully canceled, any linked third-party domains are automatically unlinked as well.
4. Why does it say my domain is invalid when I try to set it as the store’s default domain?
To set a third-party domain as your default, it must include a subdomain, such as www. For example, www.example.com works, but example.com on its own is not supported as the default. If your domain doesn’t have a subdomain, go to your domain provider and add one using a CNAME record like www or shop, then link that version of the domain to your store.
5. How do I check if an SSL certificate has been issued for my domain?
Visit your store using the domain you linked, then look at the left side of the browser’s address bar. If the URL starts with https:// and shows a padlock icon, the SSL certificate has been issued and is active. You can click the padlock to view certificate details and confirm the connection is secure.
6. Why can’t the system verify my domain even though I’ve added the correct Cloudflare DNS records?
If you’re using Cloudflare, make sure the domain proxy is turned off. In your Cloudflare dashboard, go to your DNS settings and check that the orange cloud icon next to your CNAME record is gray, not orange. A gray icon means proxying is disabled, which is required for domain verification in Shoplazza.
7. Why does my domain show a warning in Chrome saying it’s a dangerous website?
This usually means your domain has been flagged by Google or another security provider as unsafe. To check the status, you can use tools like VirusTotal , which scans your domain against multiple security databases. If it’s listed, follow the instructions on the flagged platform’s website to submit a review or removal request.
8. Can I change the domain prefix of myshoplaza.com?
No. The default myshoplaza.com domain is generated when you create your store and cannot be changed. If you want a custom domain, you can purchase one from a third-party provider like Alibaba Cloud, Tencent Cloud, GoDaddy, or Namecheap, and link it to your store under Settings > Domains.
9. Can I link the same domain to more than one store?
No. A custom domain can only be linked to one Shoplazza store at a time. If you want to use the domain with a different store, you’ll need to unlink it from the original store first.
10. Do I need to buy a separate server after linking a custom domain?
No. Shoplazza handles hosting for your store, so you don’t need to purchase a separate server. Once your domain is linked, your store will be fully accessible without any additional hosting setup.
Checkout page settings
This section answers common questions about configuring your checkout page, including coupon code fields, checkout styles, tax ID collection, and additional customer information.
1. Why isn’t there a discount code box during checkout?
Go to Settings > Checkout page, then scroll to the Placement of discount code and gift card input fields section. Make sure at least one of the following boxes is checked so customers can enter codes at checkout:
- Delivery address and logistics page
- Payment page
If both boxes are unchecked, the input field won’t appear anywhere during checkout.
2. What are the differences between the three checkout styles?
You can update your checkout layout in Settings > Checkout page, then click Customize under the Checkout page editor section. In the editor, go to Page Layout, and choose from:
- One-page checkout: Checkout is completed on one page, often used for cash on delivery.
- Two-page checkout: Checkout is split into two pages. One page collects order details, the other handles payment. This layout offers a versatile checkout experience.
- Three-page checkout: Checkout is divided into three pages for customer details, shipping, and payment. This layout helps you identify exactly where customers drop off during checkout.
3. Why am I required to enter a tax ID number during checkout?
This appears when tax ID collection is enabled in your admin. You can manage this under Settings > Checkout page by toggling it on or off for specific countries. If you don’t need to collect tax ID numbers from customers, uncheck the box. Some countries legally require merchants to collect tax identification information, so check with your shipping provider or regional regulations before disabling it.
4. Can I enable a note field for customers during checkout?
Yes. Go to Settings > Checkout page and locate the Order notes section. The note box will appear under the shipping fee selection. Use the dropdown to choose how the note field is displayed:
- Expanded: The note field is always visible.
- Collapsed: The note field is hidden until clicked.
- Hidden: The note field is not shown at all.
5. Can I collect other required information besides the existing checkout page fields?
Yes. Go to Settings > Checkout page, then find the Collect additional information section and click Configure now. You can set up extra fields to collect details such as customer notes, ID numbers, or regional requirements. For full instructions, see: Checkout | Collect additional information at checkout.
6. How can I prevent customers from entering incorrect information at checkout?
Go to Settings > Checkout page, then scroll to Custom validation and blocking rules and click Configure now. This opens the Checkout Premium app, where you can create rules to check customer input before they submit their order. This helps reduce errors that could affect shipping or order processing. For full details, see: Checkout page | Collecting extra customer information at checkout.
7. Can I bring the most commonly used countries or regions to the top on the checkout page?
No. The order of countries and regions in the dropdown menu on the checkout page is fixed and cannot be customized.
8. Can address suggestions appear automatically when customers enter their street address?
Yes. Go to Settings > Checkout page, then find the Order/shipping information section and enable Autofill address. This setting helps customers fill in their address more quickly and accurately.
9. Is it possible to not collect customers’ ID numbers on the checkout page?
Yes. Go to Settings > Checkout page, scroll to the Identification number section, and turn off the Enable/Disable switch. This will remove the ID number field from the checkout page for all selected regions.
Market & language
This section explains how to manage language settings, pricing by region, currency display, and translation accuracy across different markets.
1. How do I change the main market language?
Go to Settings > Markets, click Manage beside your Primary market, then go to Domains and languages > Manage, and change the default language. Make sure the required language is added and enabled beforehand in Settings > Languages.
2. How do I set different prices for customers in different countries?
In Settings > Markets, open the market you want to edit by clicking Manage, then click Manage again in the Products and pricing section to set country-specific pricing. For full details, see Set product prices by country/region.
3. Why are there decimal points in my prices after switching markets?
Go to Settings > Markets, click Preferences on the relevant market, and check whether Price rounding is turned on. When enabled, it rounds prices based on the currency's local denomination, which can introduce decimals even if the original price did not have them. Disable Price rounding to keep prices as originally set.
4. How can I make sure customers see prices in their local currency?
There are two ways to display local currencies based on customer location:
Multi-currency plugin: Go to the app store, search for and install the Multi-Currency Settings plugin. This tool automatically switches prices based on a customer’s IP address.
- For more information, see Multi-Currency Setup.
- Set local currency within a market: Go to Settings > Market, click Manage on the relevant market, then set the base currency and enable Show prices to customers in their local currency. This will ensure product prices display in the customer’s local currency based on their IP address. For more information, see Displaying product prices in local currency.
5. How do I show a product only to customers in a specific country?
There are two ways to control product visibility:
- Exclude the product from certain markets: Go to Settings > Markets, click Manage on the market where the product should not appear, then click Manage under Products and pricing. Select the product, click Exclude, and it will no longer be visible in that market. For more information, see Markets | Manage product visibility.
- Use a customized shipping plan: Go to Settings > Shipping, create a Custom shipping plan for the specific product, and select only the countries or regions where the product should be available. Customers from unsupported countries will still see the product, but they won’t be able to complete checkout. For more information, see Shipping | Create a custom shipping profile.
6. Why does a 404 error appear when switching the language display page in the Geolocation app after configuring multiple markets?
This usually happens when subfolder paths are used in market settings without enabling domain redirection. In this case, switching from a non-primary domain to a market using a subfolder path will result in a 404 error. To fix this:
- Use the primary domain when switching languages.
- Alternatively, create a new market, enable domain redirection, and delete the old market to avoid the issue.
7. Why is the product price incorrect after converting it to other currencies?
This issue often occurs when both the Multi-Currency Settings app and the multi-market feature are enabled at the same time. Using both simultaneously can cause double conversions, leading to inaccurate prices. To resolve this:
- Avoid using the Multi-Currency Settings app and the multi-market feature together.
- Check if the product is priced separately in different markets. Discrepancies between market-specific pricing and the main market can also cause inconsistencies.
8. Why is the storefront content translated incorrectly?
This can happen when both the Shop Multi-language Settings app and the built-in language features in the admin are enabled at the same time, especially if you're also using priority market languages. To improve translation accuracy:
- Disable the Shop Multi-language Settings app.
- Use the Multi-language Translation app instead. This allows you to manually translate storefront content for better precision.
9. Why isn’t the checkout page translated after switching languages?
The checkout page pulls its text translations from the theme language settings. Go to Online Store > Themes in your Shoplazza admin, click the ••• button beside the theme you want to update, then select Edit languages. Switch to the required language, and the system will apply the translated content accordingly.
10. How do I use one unified currency across a market?
Go to Settings > Markets, click Manage on the market you want to configure, then select Products and pricing > Manage. In the Currency section, choose the desired base currency, then uncheck the option to Show prices to customers in their local currency. This will ensure all countries in that market display product prices in the same unified currency.
Shipping and taxes
This section addresses common questions about shipping settings and tax configurations at checkout. Each answer provides guidance based on your Shoplazza admin settings.
1. Why can't I select a country in the address bar on the checkout page?
Check two things:
- Ensure a shipping plan is set up under Settings > Shipping. Only countries with shipping set up can be selected at checkout.
- Go to Settings > Markets, click Manage on the market, then open Shipping, and check whether Restrict checkout countries to those in the market is enabled. If it is, only countries included in the market will appear as options at checkout.
2. How can I add instructions where the shipping fee is displayed on the checkout page?
Go to Settings > Shipping, then find and edit the relevant shipping profile. Click the pencil icon beside the shipping zone and rate you want to update. In the Description field, enter a short message. This text will appear to customers next to the shipping rate name during checkout.
3. Do I need to update my shipping plans whenever I add new products?
If your new products require a custom shipping plan, you need to manually add them to that plan. However, if all products share the same shipping rates, you can use a universal shipping plan and do not need to add each new product individually.
4. How can I set up shipping fees that increase with the number of items purchased?
To apply rates based on item count, go to the Add conditions section when editing a shipping rate and select Product quantity. For example, if you set ranges like 0–1 and 1–2, then when a customer buys 1 item, both plans will appear. If they buy 2 items, only the plan for 2 units will be shown at checkout
5. Will default shipping location info be visible to customers?
If you’re offering local delivery or in-store pickup, the default location will be shown on the order invoice. In all other cases, it won’t be displayed to customers.
6. Can tariffs be set by state or province?
No, tariff settings apply only at the country or region level. While it's possible to configure regional tax rates, tariffs can’t be set specifically for individual states or provinces.
7. Will customers see the tariff rate at checkout?
Yes, In Settings > Taxes > Country, if the Display tariff descriptions to the customer at checkout option is selected, customers will see the tariff details during checkout.
8. How can I set the right tax rate for my store?
Tax rates vary depending on the product category, transaction amount, and the regulations of the destination country or region. Make sure to set and collect taxes based on the correct local rates for your target market. If you're unsure, it's best to consult a tax professional or your shipping provider for accurate guidance.
9. Why is tax not showing at checkout even though tax settings are configured for that country?
If taxes aren’t appearing at checkout, check whether the option to Charge tax on this product is enabled. Go to Shoplazza admin > Products, click the product in question, and look under the Attributes section on the right. If this setting is turned off, tax will not be applied during checkout regardless of your store’s tax setup.
10. Can taxes be calculated automatically?
Yes. If you're on the Pro plan, you can enable Avalara automatic tax calculation to handle taxes for different regions automatically. This feature uses real-time tax data based on your customer’s location and product type. To activate it, go to Shoplazza admin > Settings > Taxes and tariffs, then follow the steps outlined in the Enabling the Automate your taxes now feature of Avalara article.
Store plans and transaction settings
This section answers common questions about managing your Shoplazza store’s subscription plan, payment methods, commissions, and transaction settings. Learn how to handle billing, switch plans, control order behavior, and more to keep your store running smoothly.
1. Why was my store plan charged automatically when it expired?
If your plan renewed automatically, it's likely because auto-renewal was enabled. To check this, go to Settings > Plan and billing. If it's turned on and you want to stop future charges, click Cancel auto-renewal before your next billing date.
2. How is the commission for my store calculated?
The system calculates commission based on your plan and how transactions are processed. Here's how it works:
- A commission fee is applied to each order based on your plan’s rate.
- Once total commissions reach $50, the system will deduct the amount.
- No commission is charged for Cash on Delivery (COD) orders.
- If an order is refunded after the commission has been charged, the system will apply the corresponding amount to your next commission payment.
3. What payment methods are supported for purchasing a plan?
You can use a variety of payment methods when buying or renewing your store plan, including:
- Visa and MasterCard (international credit cards)
- UnionPay (credit and debit cards)
- PayPal
- Alipay
4. How do I upgrade my store plan?
Go to Settings > Plan & billing, find your current plan, and click Upgrade. You’ll be charged only the price difference between your current plan and the one you're upgrading to. The remaining days on your existing plan will automatically carry over. For example, if you're currently on the Basic plan with 10 days remaining and upgrade to the Pro plan, those 10 days will be carried over, and you'll only pay the pro-rated difference in cost between the two plans for the remainder of the billing period.
5. Can I choose a different plan when my current one expires?
Yes. After your current plan expires, you can manually purchase a different one. To ensure uninterrupted service, go to Settings > Plan & Payment > Plan Subscription, click Restore Auto Subscription, and select the new plan you want. When your current plan expires, the system will automatically switch to the one you selected.
6. Can I downgrade my plan?
Yes. If auto subscription is turned on, go to Settings > Plan & Payment > Plan Subscription, click Change Subscription, and select a lower-tier plan. The system will automatically apply the new plan once your current one expires. If auto subscription is off, wait for your plan to expire, then purchase the lower-tier plan manually.
7. Will my store data still be available after the plan expires?
Yes, if your store plan expires, your data will remain intact during a 60-day grace period. During this time, you can reconnect a valid payment method and restore your store. After 60 days, your data will be permanently deleted and cannot be recovered, so it's important to back up any critical information in advance.
8. What are the differences between the available plans?
The main differences between plans include the commission rate, number of staff accounts, and access to advanced features. For example, the Pro plan includes lower transaction fees and unlocks tools like wholesale mode, automatic tax calculation, COD risk control, and a custom address library. Choosing the right plan depends on your team size, business model, and the level of functionality you need to manage and grow your store efficiently.
9. Can I set the system to only allow registered members to place orders?
Yes. From your Shoplazza admin, go to Settings > Order settings, then under the Login required section, select Purchase with membership. This option ensures that only customers who are logged into a registered account can proceed to checkout. Unregistered users will be prompted to sign up and log in before placing an order.
10. Can I automatically cancel unpaid orders after a certain time?
Yes. Go to Shoplazza Admin > Settings > Order settings, then set a time limit under Automatic order cancellation. Orders that are not paid within the selected timeframe will be automatically canceled.
11. Can I set the delivery status to update automatically after the package is received?
Yes. In your Shoplazza admin, go to Settings > Order settings, then find the Automated delivery confirmation section. Enable this option and set the number of days after delivery when the system should automatically confirm the package as delivered.
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