Shopify didn't send a payment gateway name for this order

The invoice for this order is in Xero and correct. Only the payment is missing, and the message on the order says Shopify didn't send a payment gateway name.

What this Means

Every payment has to land somewhere in Xero, and the app works out where by looking at which gateway took the money. Some sales channels don't pass that on, so the field arrives empty. It happens most often with marketplace channels and with apps that collect payment on your behalf.

With no name to go on, there is nothing for the payment to be matched against.

Why You Can't Fix This One Yourself

Normally a gateway with no Xero account is a quick fix: you map it in Setup - Payouts and re-post the order. That relies on the gateway appearing in the list by name.

Here there is no name, so nothing turns up in the list to select. The order needs configuring at our end instead.

What to Do

Email us at help@hyvelabs.co with your shop URL, one affected order number, and the sales channel the order came from. The channel matters more than the order does, because it is usually every order from that channel rather than one in isolation.

Once it is set up we will re-post the affected orders and the payments will go on. There is nothing else you need to do in the meantime.

What is Happening in Xero Until Then

The sale is recorded. The invoice carries the right lines, the right total and the right tax, and it sits in Xero as unpaid.

Please don't raise a second invoice or add a manual payment to cover the gap. When the gateway is configured the payment goes on to the invoice that is already there, and anything added by hand has to be unpicked first.

See also My invoice is in Xero but showing as unpaid, which covers the other reasons an invoice can carry a balance.