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Ecwid checkout FAQ

Here you can find the answers to some common questions about checkout in your Ecwid store.

How to remove countries I don't ship to from checkout?

You need to set up destination zones for the countries where you will ship orders to. Then assign them to your shipping options. After that, at checkout, customers will be able to choose only from the countries that you ship to.

If you only ship within one country, the country dropdown doesn’t appear at all – instead, your customers see a message saying that your store ships within that country. The same is true for the states/regions.

Why there's no payment method available at checkout?

This message appears if there are no enabled payment methods in your store. To fix the issue, log into your Ecwid admin, go to the Payment page and enable at least one payment method.

It can also be that you have restricted payments by shipping methods, so specific payment methods are unavailable when some of the shipping methods are selected at checkout.

If Apple Pay or Google Pay buttons don't appear at checkout, check with the Apple Pay and Google Pay article to make sure all the conditions are met. 

Why there are no shipping methods available at checkout?

It can be that you have set up product-specific shipping methods, so certain shipping methods are unavailable for some of the items in your store at checkout. Another possible reason is that you have free shipping enabled for all the products in your store or for a particular item.

Also, make sure you have shipping methods set up and enabled on the Shipping & Pickup page in your Ecwid admin.

Learn more about possible reasons for not having a shipping method at checkout → 

Can I upsell products at checkout?

Sure. You can show related products at checkout to encourage more sales.

I sell digital products. How do I remove all the shipping stuff from checkout?

You need to uncheck the Requires shipping or pickup option (if you go to your Ecwid admin, in Catalog → Products and click on a product). These products will be regarded as digital and thus the shipping step will be skipped at checkout.

How can wholesale customers get their discount?

After you set up discounts for a group of customers, customers from this group should log into their customer account in your storefront. They will see the discount on the cart page.

How do I request additional information from customers at checkout?

You can add extra fields to any checkout step. This allows your customers to provide any additional information before placing their order. For example, you can ask for their tax ID, gift note, special delivery requests, or additional contact information.

My customers see pre-defined values in checkout fields. Why?

When a customer goes to checkout, Ecwid determines customer’s country, city and zip code based on the IP address (we use MaxMind's GeoIP solution) and prefills fields with these values. This helps shoppers to check out faster (which means more sales for you). Besides, your customers see estimated shipping and tax cost as soon as they open the cart page.

If you get incorrect predefined values, it means that MaxMind databases don't have the correct value for your IP. In this case, open www.maxmind.com/en/locate_my_ip and check how it determines your location. If you see the correct values on that page, it means that the problem is already fixed in the newest MaxMind database and it will be fixed soon in Ecwid, too (we update our geo-IP databases on monthly basis). If you see incorrect values on that page, then please send a correction and MaxMind will fix the problem.

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