Troubleshooting

The widget does not appear on the order page

Check, in order:

1. Is the block added in the checkout editor? This app's block lives in Shopify's checkout editor, Settings, Checkout, Customize, on the Thank you or Order status page. It is not in Online Store, Themes. If it is missing, add the widget.
2. Is at least one customer action on? With every action off in Editing rules, the whole card is hidden. Turn at least one on.
3. Has the time window expired? If the order is older than your configured window, the widget hides on purpose.
4. Is the order fulfilled? The widget hides once the order is fulfilled or partially fulfilled, and also when it is fully refunded or cancelled.
5. Has the order hit max edits? If you set a cap and the order reached it, the card hides on that order only.

The Edit shipping address row is missing, but the action is on

You have locked every address field. With nothing editable, the app hides the row rather than opening onto a form nobody can change. Unlock at least one field group in the Edit shipping address panel.

The same logic applies to Edit items: the row only shows when the master switch is on and at least one of the four item actions is on.

Customer says save failed but I see no error

Common causes:

• Postal code does not match the country. Shopify rejects it on its end.
• The country is locked and they were trying to change it. Unlock it in the address panel if you want to allow that, see Change country.
• A product sold out between adding it and saving. The save is rejected as a whole so nothing is half-applied.
• The time window closed while they were typing.

Failed saves are not logged on the Activity page, because nothing changed. Have the customer retry while you watch the page.

A discount code the customer typed is refused

If you set Select discounts in Discount code rules, any code outside your list is refused with the same generic message as a non-existent code. That is deliberate, so customers cannot fish for which codes are allowed. Also check the code's own Shopify rules: expiry, usage limit, one-per-customer, minimum spend, and whether it combines.

If Only allow codes if the order has no discount yet is on and the order already has one, the customer does not see the code field at all.

I am not getting staff emails

1. Is the matching email on? Each email is its own toggle in Email notifications. A staff Order edited email will not send if only Order canceled is on.
2. Check the recipients list. Staff emails go to the addresses under Send team alerts to, up to three. Clearing the list stops the alerts.
3. Spam folder. First emails sometimes land there until your provider learns we are legitimate.

The customer got two emails for the same event

That means the app's email for that event is off, so Shopify's default is still sending, and something else sent the second one. When you turn on an app email, the app suppresses Shopify's matching default automatically.

Cancellation is not refunding

The order's payment method is likely manual or offline. The Cancel row hides for those. If you cancelled from the Shopify admin instead, the cancellation goes through without the refund, so issue it manually from Shopify's Refund button.

If you set Refund destination to store credit, also check the customer has an account. Guest orders fall back to the original payment method.

Store credit was issued but the customer cannot spend it

Two Shopify settings must be on, and they live in your Shopify admin rather than the app: New customer accounts, under Settings, Customer accounts, and Apply store credit at checkout, under Settings, Payments. See Refund destination.

Activity page is empty even after a customer edited

Check the Last update range and the Change filter at the top. A narrow range or a specific type filter can hide rows. Widen the range or clear the filter. Remember that saves which changed nothing are not logged.

Translations are not showing on the storefront

• Check you translated the language the customer is actually browsing in. The widget follows the storefront locale.
• Empty fields fall back to English by design, so a partly translated language shows a mix.
• If Save is blocked, you have a placeholder error. A translation must keep every placeholder from the original string, such as {count}, spelled exactly the same.

The widget looks broken on the order pages

The block is a checkout UI extension, added and removed entirely in the checkout editor. It does not touch your theme files. If it renders oddly, toggle it off and on there, and confirm you added it on the Thank you or Order status page.

A label that overflows its button is usually a translation that is longer than the English original. Check it in the Mobile view of the live Preview.

Still stuck?

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