MilestonePay
Get help with MilestonePay
For setup, payment-plan or app questions, email us. Customers with a question about an order should contact the store they bought from.
What to include
- Your store's
myshopify.comdomain. - The affected order number, or the plan or product involved.
- What you did, what you expected and what happened instead, with the time and your timezone.
- A screenshot of the screen or message, if you have one.
Never send passwords, sign-in or verification codes, API keys, access tokens or card details. We will never ask for them.
If a payment or refund is pending
A pending result doesn't mean the payment failed. Payment providers can take time to settle a charge or a refund, and Shopify updates the order when they do.
- Keep the existing Shopify order and its transaction references.
- Don't start another charge or refund for the same balance.
- Contact us first with the order number, and we'll check what Shopify has recorded.
If you're a customer
Contact the store you ordered from about delivery dates, payments, cancellations and refunds. MilestonePay is the app the store uses, but only the store can make decisions about your order, such as changing it or issuing a refund.
Where the store offers it, the order page in your customer account shows your preorder terms, the estimated shipping date, what you've paid and what's left, and any cancellation option.
Common questions
How do I set up MilestonePay?
Open MilestonePay in Shopify admin and go to Setup. It checks what it can read from Shopify automatically and asks you to confirm the rest after you've tested it.
The setup guide walks through each step: create a plan, assign products, add the product block, check the cart, turn on new customer accounts, add the customer account block, and test a deposit and a balance.
When is the remaining balance collected?
It depends on the plan:
- Due when the order is fulfilled: MilestonePay charges the balance straight away once the whole order is fulfilled.
- Due a number of days or weeks after checkout: the balance is charged once it falls due, at the collection time you choose in Settings, or as soon as it's due if you haven't chosen a time. MilestonePay checks every 15 minutes, so a charge can land up to 15 minutes later.
The charge uses the payment method the customer agreed to at checkout and appears as a transaction on the Shopify order. If a charge is declined, the balance stays outstanding on the order. Automatic collection needs a payment gateway that supports later charges, so test it during setup.
Can customers cancel a preorder?
Signed-in customers can request cancellation from their order page in customer accounts when the order contains only preorder items, hasn't been fulfilled and still has a balance to pay. MilestonePay then cancels the order in Shopify, and the refund is issued through Shopify.
For other orders, such as ones that mix preorders with in-stock items, customers need to contact you. A refund can show as pending until the payment provider settles it.
What happens when the Free allowance runs out?
New purchases fall back to full-price checkout until the allowance resets the next calendar month or you choose a paid plan in Billing. Existing preorders keep their terms and are serviced as normal. See pricing.
What happens if I uninstall?
Shopify stops offering MilestonePay's preorder plans straight away and deletes them after 48 hours. Existing orders keep their agreed terms, but MilestonePay stops collecting balances, so you'll need to collect them yourself in Shopify.
Before you uninstall, open Settings in the app and choose Before you uninstall to see open balances and held items. Read more about uninstalling.