Hi,
I got two different responses from chatbot support for the same query. The one is me logged in and the other is without logging in.
Hey @navdeep, thanks for flagging this.
Just to make sure I don’t go too deep in to the wrong issue. Is your main issue the inconsistent response, or are you still looking to find out the limitations on payment customization apps?
For issues with answers provided by the help center assistant, you can use the 
or 
to report unhelpful responses. I’d also recommend opening a chat session with the support team when that happens to get clarity as well.
For the answer to your question, you can find the limitations with the checkout extensions here: Build payment customizations
For geographic restrictions, that’s listed here:
The ability to rename, hide, reorder, or sort payment fields at checkout is subject to certain limitations:
- Stores on the Shopify Plus plan: If your store is on the Shopify Plus plan, then you have the added capability to customize credit card fields directly. This means that you can hide, rename, reorder, or sort credit card options in addition to other payment methods.
- Stores on any other Shopify plan: Stores on the Basic plan or higher, but not on the Shopify Plus plan, still have access to payment method customization apps. However, in the United States and Canada, these customizations are limited to non-credit card payment methods. You can hide, rename, reorder, or sort alternative payment methods, however any custom settings applied to credit card fields won’t apply at checkout, and credit card options will remain standard as offered by Shopify. To access credit card field customizations in the United States and Canada, upgrading to the Shopify Plus plan is required.
Hi @KyleG-Shopify .. thank you for looking into this.
It is actually about both: inconsistent responses and confusing documentation.
I have already created a ticket and discussed it in detail with human chat support. Is it possible to check the ticket (ticket number 57029706)?
Also, I am aware of the documentation and limitations mentioned
Thanks for sharing that.
Can you share specifically which parts are confusing with the documentation? I’d be happy to clarify that here and pass on the suggestions to improve our docs.
Are any customizations( hide/rename/sort) related to credit cards is available to stores that are on the Shopify Plus plan, irrespective of which country they are in?
Yes, all customization are available to plus merchants regardless of regions.
The only geo restrictions that apply are when the merchant is not on a Plus plan.
Yes, the confusion is when the merchant is non plus plan.
How does non plus plan in US/Canada differ from non plus plan in other countries
The non plus plans themselves are the same. The difference here is the limitation around the extensions.
I’m not aware of any specific reason credit card field customizations are available for non plus merchants outside of Canada and USA. Typically, most checkout extensions are available only for plus merchants.
Although I don’t know the exact reason, I’d be happy to pass on some feedback to our product teams on how this would be used and exactly how this limitation is a blocker for your clients, if you’re able to share more of that.
Merchants often get confused when documentation specifically mentions “US and Canada” so merchants from other countries on non-plus feel they can customize credit card like renaming.
But I think it is not just for US and Canada. Any non plus merchant irrespective of country they are in cannot customize credit card (needs confirmation and need simpler language in documentation)
Thanks for sharing that. I think the confusion may be around the functions themselves. The only functions that are available to non-plus merchants are on public applications, not on custom apps.
So to clarify, for a non plus merchant to access credit card payment customizations, they will need to be outside of the USA and Canada, and be using a public app.
Let me know if that helps clarify this.
I understand, but I have been talking only about public apps. Credit card sorting, renaming, or hiding is not available to non-plus stores outside of the USA and Canada
I double checked here, and Credit card sorting, renaming, or hiding should work on non-plus shops outside of the USA and Canada. Are you seeing different? If so, can you share some specifics to help us replicate?
Yes, for non-plus (outside USA/Canada) credit card, it stays as is.
Can we take this over email on a ticket (57029706) that has already been raised? I can share log screenshots.
Thanks for confirming that. Since you have an open ticket, I would suggest replying to that with the context you have here so our support teams can look in to that more closely.
Feel free to share a link to this thread with our support team as well if it helps them understand the context of our conversation.
Just shared the thread link with the support. Although till date they have not responded. Lets see
Thanks for sharing that. You may need to create a new ticket in this case. Sorry about that.