[{"data":1,"prerenderedAt":240},["ShallowReactive",2],{"article-\u002Ftroubleshooting\u002Fstore-and-payment-problems":3,"surround-\u002Ftroubleshooting\u002Fstore-and-payment-problems":231},{"id":4,"title":5,"body":6,"category":220,"description":221,"extension":222,"meta":223,"navigation":224,"order":225,"path":226,"seo":227,"stem":228,"updated":229,"__hash__":230},"docs\u002Ftroubleshooting\u002Fstore-and-payment-problems.md","Store and payment problems",{"type":7,"value":8,"toc":211},"minimark",[9,18,23,30,50,53,62,66,73,88,91,95,127,133,137,189,193],[10,11,12,13,17],"p",{},"Store problems usually come down to an unfinished Stripe connection or the store being in a different mode than you think. Start with the status indicators on ",[14,15,16],"strong",{},"Store → Settings"," before digging deeper.",[19,20,22],"h2",{"id":21},"stripe-onboarding-is-stuck-or-incomplete","Stripe onboarding is stuck or incomplete",[10,24,25,26,29],{},"On the ",[14,27,28],{},"Commerce"," page, the Payment Processor button tells you the state of your connection:",[31,32,33,44,47],"ul",{},[34,35,36,39,40,43],"li",{},[14,37,38],{},"Validation Required"," with a ",[14,41,42],{},"Pending"," badge means you submitted details to Stripe but charges aren't enabled yet. Click the button to go back to Stripe; there's usually an outstanding requirement, most often identity verification or bank details.",[34,45,46],{},"Afterify re-checks the account automatically for a minute or two after the settings page opens. If you just finished onboarding and the button hasn't changed, reload the page.",[34,48,49],{},"If you abandoned onboarding halfway, click the button again to resume; your progress on Stripe's side is kept.",[10,51,52],{},"You can't switch the store to Live until this completes: \"A payment processor must be connected before you can activate your store.\" Also make sure a mailing address is saved in your account settings; without one the store deactivates itself and shows \"You must add a mailing address in your account settings to activate your store.\"",[10,54,55,56,61],{},"If Stripe rejects your business details or the account stays restricted, the specifics are shown in your Stripe dashboard at stripe.com; fix them there. If it still won't clear, ",[57,58,60],"a",{"href":59},"\u002Fcontact","contact support",".",[19,63,65],{"id":64},"test-mode-vs-live-orders","Test mode vs live orders",[10,67,68,69,72],{},"The ",[14,70,71],{},"Store Status"," switch (Inactive \u002F Test \u002F Live) changes what your orders list shows:",[31,74,75,82],{},[34,76,77,78,81],{},"In ",[14,79,80],{},"Test"," mode, checkout skips payment entirely and the orders list shows your test orders.",[34,83,77,84,87],{},[14,85,86],{},"Live"," mode, the orders list shows real orders; test orders no longer appear.",[10,89,90],{},"So \"my orders disappeared\" after going live almost always means you're looking for test orders in live mode: they're not gone, just filtered by mode. Likewise, a client reporting they \"paid nothing\" means the store was in test mode when they checked out; no payment was processed and no print order was placed. Switch to Live and have them order again.",[19,92,94],{"id":93},"an-order-seems-to-be-missing","An order seems to be missing",[96,97,98,101,108,119],"ol",{},[34,99,100],{},"Confirm the store mode matches the order you're looking for (see above).",[34,102,103,104,107],{},"Check the sort and pagination on ",[14,105,106],{},"Store → Orders","; newly sorted columns can push recent orders off the first page.",[34,109,110,111,114,115,118],{},"Ask what the buyer saw. If they never reached the ",[14,112,113],{},"Order Complete"," page, the payment didn't finish; an abandoned Stripe checkout creates no order. A ",[14,116,117],{},"Payment failed"," status means their card was declined after checkout began.",[34,120,121,122,126],{},"Confirm the buyer purchased from ",[123,124,125],"em",{},"your"," gallery. Clients occasionally check out from a different photographer's gallery link.",[10,128,129,130,132],{},"Orders appear within moments of a completed payment, and each one has a sequential six-digit number, so a gap in your numbering is worth a closer look. If you have a Stripe payment with no matching Afterify order, ",[57,131,60],{"href":59}," with the order details.",[19,134,136],{"id":135},"tax-or-shipping-totals-look-wrong","Tax or shipping totals look wrong",[31,138,139,161,171],{},[34,140,141,144,145,148,149,152,153,156,157,61],{},[14,142,143],{},"Tax charged (or not charged) unexpectedly",": tax is applied only for states where you've added a rate under ",[14,146,147],{},"Store → Settings → Taxes",", based on the buyer's location. An ",[14,150,151],{},"Inclusive"," rate is contained in your listed price, while an ",[14,154,155],{},"Exclusive"," rate is added on top; mixing that up is the most common source of \"the total looks wrong\". See ",[57,158,160],{"href":159},"\u002Fstore-and-payments\u002Fset-up-taxes","Set up taxes",[34,162,163,166,167,61],{},[14,164,165],{},"Shipping higher than the table shows",": WHCC's listed prices are starting rates, and additional shipping rates may apply to larger items that ship separately. See ",[57,168,170],{"href":169},"\u002Fstore-and-payments\u002Fset-up-shipping","Set up shipping",[34,172,173,176,177,180,181,184,185,61],{},[14,174,175],{},"Your payout is less than the sale price",": open the order and hover ",[14,178,179],{},"Cost & Fees"," for the breakdown: the lab's product cost, Stripe's transaction fee (2.9% + $0.30), tax and shipping pass-throughs, and the 15% commission on Free plan stores. What remains is shown as ",[14,182,183],{},"Your Profit",". See ",[57,186,188],{"href":187},"\u002Fstore-and-payments\u002Forders-and-invoices","Orders and invoices",[19,190,192],{"id":191},"related","Related",[31,194,195,201,207],{},[34,196,197],{},[57,198,200],{"href":199},"\u002Fstore-and-payments\u002Fconnect-stripe","Connect Stripe",[34,202,203],{},[57,204,206],{"href":205},"\u002Fstore-and-payments\u002Ftest-and-publish-your-store","Test and publish your store",[34,208,209],{},[57,210,188],{"href":187},{"title":212,"searchDepth":213,"depth":213,"links":214},"",2,[215,216,217,218,219],{"id":21,"depth":213,"text":22},{"id":64,"depth":213,"text":65},{"id":93,"depth":213,"text":94},{"id":135,"depth":213,"text":136},{"id":191,"depth":213,"text":192},"troubleshooting","Sort out stuck Stripe onboarding, test-mode confusion, missing orders and surprising totals.","md",{},true,6,"\u002Ftroubleshooting\u002Fstore-and-payment-problems",{"title":5,"description":221},"troubleshooting\u002Fstore-and-payment-problems","2026-09-19","J85InnltxiIYmTt84uCujBvMx3DVcKidn5S84NPwsCg",[232,236],{"path":233,"title":234,"order":235},"\u002Ftroubleshooting\u002Fwebsite-publishing-problems","Website publishing problems",5,{"path":237,"title":238,"order":239},"\u002Ftroubleshooting\u002Fapp-not-updating","App not updating",7,1789936982358]