Troubleshooting

The widget does not appear on the Order Status Page

Check, in order:

1. App enabled? Settings → master toggle on.
2. Block added to theme? Online Store → Themes → Customize → Order Status Page → look for Edit your order — Avada block. If missing, add the widget.
3. Time window expired? If the order is older than your configured window, the widget hides on purpose.
4. Order fulfilled? Same — the widget hides post-fulfilment.
5. All edit types disabled? With all three switches in Allowed edit types off, the widget is hidden.

Customer says save failed but I see no error

Most common cause: address validation failed silently. Check:

• Was the customer trying to change country? That is blocked.
• Is the postal code valid for the country? Shopify rejects on its end.

If those are fine, check the Activity page — failed saves are not logged (because nothing changed). Have the customer retry while you watch the page in real time.

I am not getting merchant emails

Check:

1. Notifications setting — is it on cancel only and the event was an edit, not a cancel?
2. Support email in Shopify Settings → General — is it correct and active?
3. Spam folder — first emails sometimes land there until your provider learns we are legit.
4. Edits are batched — emails fire 5 minutes after the first save, not after the last. Wait the full window.

Cancellation is not refunding

The order's payment method is likely manual / offline. Our Cancel row hides for those — but if you cancelled from the merchant admin instead, the cancellation goes through without the refund. Issue the refund manually from Shopify's Refund button.

Activity page is empty even after a customer edited

Most common cause: the customer's session is still Active and the table is filtered to Completed by default. Switch the filter to All or wait 5 minutes.

My theme blew up after adding the block

The block is non-destructive — it only adds itself to the section you dropped it in. Most theme errors after adding the block are pre-existing issues that surface because the OSP got re-rendered. Remove the block and the issue should still be there.

If removing the block fixes it, send us your theme name + version — we want to fix the conflict.

Still stuck?

[email protected] — include order number, store domain, and a screenshot.