We're sorry to hear that your customers can't check out!
Here are a couple of common issues:
Are they receiving a 401 error at checkout? If so, please send screenshots of the error to Partner Support.
Are they receiving a message indicating they're ineligible to make a purchase?
If so, the customer was not approved to checkout with Zip. All users are assessed based on information supplied at checkout, and they did not pass our customer assessment guidelines. If the customer would like to continue with the order, they should checkout with another payment method besides Zip.
Just for your reference, our customer assessment algorithm is constantly learning, so it will evolve as more orders are processed.
When an attempt at purchase is made your customer may see a pending charge on their statement. This is called an authorization hold. Those charges are pending charges and ones that should fall off in the next few business days. Although it can rarely take up to 10-15 business days for the charges to fall off. If any of the pending charges post to their account, please let us know and we can look into the matter further.
If you have additional questions please send an email to our Partner Support.