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Frequently asked questions

In which countries can I use Vipps MobilePay?​

You can get paid by users who have Vipps in Norway, or who have MobilePay in Denmark or Finland.

For how long is an order reserved?​

note

Payments initiated in Finland and Denmark have only 14 days to be captured; while payments in Norway have 180 days. If the payments aren't captured within this time, they will be automatically cancelled.

Payments can only be captured up to 14 days (MobilePay) or 180 days (Vipps) after reservation. See Reserve and capture.

When a payment is completed with Vipps MobilePay, the money will be reserved, but only transferred to the merchant when the order is set to “Complete” or the money is captured manually. For MobilePay, this reservation period is 14 days, so you will need to ship and fulfill orders before this; or to make an agreement with the customer to capture the money before this period is over. For Vipps, the period is 180 days. For payments made by credit card in Vipps/MobilePay Checkout, the period can again be as short as 7 days.

Because of a limitation with Shopify's Payments App API, which doesn't currently support adding payment method logos in the footer, you need the Vipps/MobilePay Shopify Companion plugin to add the logos and icons.

This also lets you add more payment information into the app.

The companion app can be used in combination with both the Checkout app for Shopify or Payment app for Shopify.

Deprecated method

Alternatively, to add the Vipps or MobilePay logo in the footer, you'll can the theme files by adding/editing a line of code in your footer or where you'll want the logos to appear. An example would be, but needs testing in your shop before using:

{% assign enabled_payment_types = 'vipps,payment_2,payment_3' | remove: ' ' | split: ',' %}

The order that comes from Vipps MobilePay is labelled authorized, what does that mean?​

The order's status is reserved in Vipps. The amount is only reserved and not captured from the customers account. When the order is completed, you can capture the payment. You can either do this inside each order by clicking the button capture, or by marking more orders and choose the Actions dropdown, and then click Capture payments.

According to Norwegian regulations you should not capture a payment until the product or service is provided to the customer. For more information, please see the Norwegian Consumer Authority's Guidelines for the standard sales conditions for consumer purchases of goods over the internet.

Customers are getting error messages when they are trying to check out​

Your API keys are most likely wrong. Double check that all of your keys (also merchant serial number) is correct and that it is production keys and not test keys.

Remember that you have your own merchant serial number for your production keys and another merchant serial number from your test keys. This is easy to miss.

See: Getting the API keys.

I do not receive any Vipps or MobilePay orders​

Your API keys are most likely wrong. Double check that all of your keys (also merchant serial number) is correct and that it is production keys and not test keys.

Remember that you have your own merchant serial number for your production keys and another merchant serial number from your test keys. This is easy to miss.

See: Getting the API keys.

I get Error 2734583247: Order is not reserved​

This is often caused by having "Direct capture" enabled in your Vipps or MobilePay account. Please change to "Reserve capture" and the issue should be resolved. Direct capture is not supported by the Shopify payment gateway.

See: Reserve and capture.

Can we use Express Checkout with Shopify?​

The Shopify module is currently not supporting express checkout. We try to use default platform features for our official modules and due to some limitations with the platform it is not possible to use express checkout with the default shipping alternatives available from the module. We are constantly working on improvements on the module and will add support as soon as it is flexible enough to implement.

What do the different order statuses in Shopify mean when combined with Vipps MobilePay?​

In Shopify, you have two main statuses:

  1. Financial status (is the order paid, refunded, cancelled, etc.?)
  2. Fulfillment status (is the order sent, or not?)

Financial status​

There are multiple types available here, but the most common ones you might see is:

Authorized​

With Vipps MobilePay, this means that the order is reserved, but no money have changed hands yet. The funds are reserved on the customers account, until you capture the order, and the funds will be deducted from the customers account, and you will receive it (minus fees).

All orders in authorized state should not be there for too long, because the reservations might expire if you don't capture them, typically within 7-14 days.

Pending​

With Vipps MobilePay, this is a rare status, and often indicate that something is wrong with your account. This may be related to your Vipps MobilePay account being set to do "Direct Capture", which is not supported by the Vipps MobilePay gateway in Shopify. You should double-check your account if you get a lot of orders in "Pending" state.

When an order is successfully captured in Vipps MobilePay, it will be changed to the "Paid" state. This indicates that you will get the funds from the customer very soon. The order is "OK" and ready to be shipped.

Refunded / partially refunded​

The title tells most of it, but when an order gets the "refunded" status, you have successfully refunded the order in Vipps MobilePay, either fully or partially. Remember that all orders that is captured, are refunded, not cancelled.

Cancelled​

Orders that are not captured yet, will be cancelled if you choose to cancel them in Shopify Admin. If the order is captured (hence in "Paid" state), it will be refunded instead.

Fulfillment status​

These types are the most common:

  1. Unfulfilled
  2. Partially fulfilled
  3. Fulfilled

These indicate whether you have shipped the order or not. Vipps does not take part in these statuses other than the default mechanisms in Shopify Admin. These can be used as usual, and do not indicate any status of the Vipps payment. Only the Financial status tells the status of the Vipps order.

Other frequently asked questions​

See: Knowledge base

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