Help your customers pay
For your support team. What paying takes, and what to answer when it doesn't go through.
Example · your customer's checkout
Send them How to pay: these steps, for someone new to crypto.
What they need
- A wallet
- On one of the networks your checkout offers: today Ethereum, Base and Solana.
- The coin, on that network
- The checkout lists what your wallets accept. A coin on another network won't do.
- Usually nothing else
- The network fee is paid in the same token, on top of the price, shown before they sign.
On Ethereum and Base, a first token payment asks the wallet to approve the token once: its own transaction, paid in the network's coin.
When a payment won't go through
| They're told | What to suggest |
|---|---|
| Not enough of the token | Top up the coin they chose, or pick another one |
| Not enough to pay the network fee | Add a little of the network's own coin, the one it charges fees in |
| The token isn't approved yet | Approve it in the wallet when asked, then pay again |
| The signature expired | Pay again: the checkout prepares a fresh transaction |
| Another payment is still confirming | Wait a couple of minutes, then pay again |
An expired checkout (past its expiresAt; your server got checkout.expired) takes no payment:
send a new link.
When a payment is slow
A sent payment is never marked failed while it may still land, and paying again meanwhile is refused: nobody pays twice. Find it in Payments by your order's reference and open its transaction on the explorer; failed attempts are in Payments › Failures.
When a product link won't open
It says the link is invalid, the product was deleted or hidden, or it can't be paid right now (your wallets accept nothing, or the space is closed): that last one is yours to fix, in Settings › Wallets.
Refunds and subscriptions
- A refund is asked from the customer's payment page, if your refund settings allow it; you decide in Refunds.
- A subscription is managed from its page (
managementPageLink, in your webhooks): send it. They top up, pause, resume or cancel there, with their wallet.
