Parents and guardians might not be able to purchase School Shop items because they have been set up incorrectly. Follow the troubleshooting steps below to resolve this.
Permissions
You'll need the Finance: Administer permission to make changes to the School Shop. If you don't have the permission, you'll need to ask your admin team to give you permission using these instructions.
Check if they can click the Pay now button
If it's just one or a few parents reporting issues, ask them to follow this article: I can't click the button to pay?
Step 1 - Check the Parent Portal availability dates
If an item isn't marked as available, it won't be visible on the Parent Portal or Arbor App, and will appear in the Inactive Products tab in School > Payments > School Shop > School Shop Products. Select the item, then click on Availability Dates.
Add Parent Portal Availability dates. The items will be available to purchase within these times.
Step 2 - Check the eligible students
If an item isn't available for a student, it won't be visible on the Parent Portal or Arbor App. Go to School > Payments > School Shop > School Shop Products. Select the item, then click on Eligible Students.
Add more student groups, then click Save Changes.
Step 3 - Check the number of available items
Once all items have been sold, parents can no longer purchase the item through the Parent Portal and Arbor App, and school staff also cannot log an item as purchased.
Select the item, then click on Max. Number Available.
Increase this number if needed, then click Save Changes.
Please note that the number showing in Max. Number Available includes the total number purchased within the stock levels. For example, if there are 13 books bags available to buy and 13 book bags have already been sold, the Max. Number Available will not show as 13 left in stock but show 13 in total, meaning that the actual stock level number is 0.
Parents will not be able to purchase this if the number of products sold equals the same number as the Max. Number Available number.
Step 4 - Check the number of items already purchased for the student
If a parent has already purchased the maximum number of items allowed for a student, they won't be able to purchase more.
To enable them to purchase more, you'll need to either increase the Max Items Per Student number in the School Shop setup, or manually make the purchase.
Select the item, then click on Max Items Per Student.
Increase this number if needed, then click Save Changes.
Step 5 - Check the Customer Account Type has been linked
If the School Shop doesn't have an account specified, the items won't be available to purchase.
This can also occur if you changed the Category of your Account Type to School Shop, rather than creating a new Customer Account Type with the Category of School Shop.
Go to School > Payments > School Shop > School Shop Products, select the item, then click on More information.
Click into the Accounting Details section and select your Customer Account Type. If you can't select the right one, follow the instructions here to set up the account: Step 1 - Create the Customer Account Type.
Step 6 - Check the prices for students
If students aren't covered by a price category, the item won't show on the Parent Portal or Arbor App to be purchased. Go to School > Payments > School Shop > School Shop Products, select the item, then click on More information.
In this example, students who are in Year 5 and not Pupil Premium would not be able to purchase this item. Follow the instructions here to add prices: Step 3 - Add item prices
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