100 Shopify Frequently Asked Questions
The most searched questions in Latin America about problems, configuration, and solutions in Shopify. Updated 2025.
💳 Payments and Collection Methods
1. Why can't I activate Shopify Payments in Mexico or LATAM?
Shopify Payments is not available in most LATAM countries (Mexico, Colombia, Argentina, etc.). The recommended alternative is to use PayPal, Mercado Pago, Conekta, OpenPay, or Stripe as external payment gateways. Go to Settings → Payments → External payment providers.
2. How do I integrate Mercado Pago into my Shopify store?
Install the official Mercado Pago app from the Shopify App Store. Then go to Settings → Payments → Add provider and select Mercado Pago. You will need your API credentials (Public Key and Access Token) from your Mercado Pago account.
3. Does Shopify charge a commission for each sale in LATAM?
Yes. On the Basic plan: 2% per transaction with external gateways. On Shopify: 1%. On Advanced: 0.5%. On Shopify Plus: 0.15%. To eliminate this commission, you must use Shopify Payments (not available in LATAM) or upgrade your plan.
4. Why can't my customer complete the payment?
The most common causes are: card rejected by the bank, international purchase limits, incorrect billing address, or issues with the gateway. Check the logs in Orders → the specific order → View payment details.
5. How do I accept cash payments (OXXO, 7-Eleven) in Shopify?
Use Conekta or OpenPay which support cash payments in Mexico. You can also use Kueski Pay or set up manual payments with custom instructions for bank deposits.
6. How do I set up installment payments or interest-free months?
It depends on your gateway. Mercado Pago automatically offers installments. Conekta also supports MSI in Mexico. Configure it directly in your payment provider's panel, not in Shopify.
7. Why am I not receiving money from my sales?
Payments go directly to your account with the gateway (Mercado Pago, PayPal, etc.), not to Shopify. Check your payment provider's panel. Crediting times vary: PayPal is immediate, Mercado Pago can take 2-14 days depending on your account level.
8. How do I issue a refund to a customer?
Go to Orders → select the order → Refund. You can refund partially or fully. The money returns to the customer's original payment method. The time depends on the bank (3-10 business days).
9. Can I sell in USD from Mexico or Colombia?
Yes. Go to Settings → Markets and activate the international market. You can display prices in USD using Shopify Markets. Currency conversion is applied automatically if your gateway supports it.
10. How do I prevent online payment fraud?
Shopify includes basic fraud analysis on all plans. For greater protection, activate Shopify Protect (if available) or install apps like NoFraud or Signifyd. Always review orders marked as "high risk."
📦 Shipping and Logistics
11. How do I set up free shipping in Shopify?
Go to Settings → Shipping and delivery → Manage rates. Add a shipping rate with a $0 price. You can condition it on a minimum purchase amount (e.g., free shipping on purchases over $500 MXN).
12. What shipping carriers can I integrate in Shopify for Mexico?
The most popular ones are Estafeta, DHL, FedEx, Sendex, Skydropx, Envia.com, and Paquetexpress. Use apps like Skydropx or Envia.com for automatic rate quoting at checkout.
13. Why aren't shipping options appearing at checkout?
Common causes: shipping zone not configured for the customer's country, product without a defined weight, or conflict between shipping profiles. Check Settings → Shipping and delivery and ensure you have active zones.
14. How do I generate shipping labels in Shopify?
With Shopify Shipping (available in some countries), you can generate labels directly. In Mexico, use apps like Skydropx, Envia.com, or Sendex that integrate with Shopify to automatically generate labels.
15. How do I set up international shipping from LATAM?
Go to Settings → Shipping → Add zone → select destination countries. Add fixed or weight-based rates. For real-time rates, you need the Advanced plan or a quoting app like EasyPost.
16. How do I offer the option to pick up in-store?
Go to Settings → Shipping and delivery → Local pickup. Activate the option and configure your locations. The customer will see "Pick up in store" as an option at checkout.
17. How do I calculate shipping cost by weight?
In Settings → Shipping → edit your zone → Add rate → select "Weight-based". Define weight ranges and the corresponding price. Make sure all your products have the weight configured.
18. Can I track shipments directly in Shopify?
Shopify displays the tracking number in the order if you add it manually or if your shipping app synchronizes it. The customer automatically receives an email with the tracking link when the order is marked as shipped.
19. How do I handle returns and product exchanges?
Go to Orders → select the order → Return. You can create a return, generate a return label (if your carrier supports it), and process the refund. Define your return policy in Settings → Policies.
20. How do I avoid charging shipping twice when there are products from different suppliers?
Use shipping profiles in Settings → Shipping. Assign products to specific profiles. Shopify will calculate the most suitable shipping. To avoid double charges, set up combined rates or use a shipping management app.
🏪 Store Settings
21. How do I connect my own domain to Shopify?
