If something goes wrong

The register

“The register is empty for days before installation.” Why: the app records orders from the moment you install it and doesn’t import earlier ones. What to do: document the earlier period separately, with your accountant.

“An order I can see in Shopify isn’t in the register.” Why: the app only records paid orders. Orders with a VAT number, tax code or SDI code are excluded as invoiced. What to do: check the payment status in Shopify and whether the order has invoicing data. On the Overview, the Orders recorded box tells you how many orders were excluded because invoiced.

“An order ended up in ‘Da classificare — verifica manuale’.” Why: the order has no recognised VAT rate. Often the destination country’s rate is missing in Shopify. What to do: check the taxes in Shopify and ask your accountant how to treat the amount before closing the period.

“A refund is recorded on a different day from the sale.” Why: this is intended. A reversal is recorded on the day of the refund, and the sale’s day, if closed, is never changed. What to do: nothing. If the refund arrived when the day was closed, you’ll find it among the orders to check with the real date.

“I see ‘Monthly order limit reached’.” Why: the month has more orders than your plan lets you view (20 on Free, 100 on Grow). What to do: the orders are recorded anyway. To view that month, upgrade from Plans: Plans and billing.

Locked buttons and pages

“A button has a lock, or Grow → / Unlimited → next to it.” Why: the feature isn’t included in your plan. What to do: press the badge to open the plans page, or carry on with your plan’s features.

“On the Overview, View register & revenue and Export for your accountant are grey.” Why: on the Free plan those two buttons are locked. What to do: you can still open the register for a day or a month from the Register & Revenue menu, or with Open the register in the Recent days table.

Error messages

“Something went wrong” with the Reload button. Why: the page didn’t load properly. What to do: press Reload. If it keeps happening, press Go to Support.

“Some data isn’t up to date due to a temporary error. Reload the page.” What to do: reload the page in a moment.

“Download link expired. Go back to the Export page and try again.” Why: a download link only lasts a few minutes. What to do: go back to Export and press the format button again.

“You’ve already sent 3 test emails in the last 15 minutes.” Why: at most 3 test emails can be sent every 15 minutes. What to do: wait for the time shown and try again.

“Sending failed: …” after a test email. What to do: check your accountant’s email and, if you use one, the SMTP server in Settings › Advanced options.

Getting help

Inside the app there’s the Support page, with frequently asked questions and two forms.

1. In the app menu, choose Support.
2. Read the Frequently asked questions: tap a question to open the answer.
3. If you can’t find the answer, fill in Your name, Your email and Your message in the Request support section.

4. Press Send request.

   What you’ll see: the message “Request sent. We’ll reply by email as soon as we can.”.

For an idea or a missing feature, use the Suggest changes section and press Send suggestion.

On the Unlimited plan you’ll see the Priority support active badge: your requests arrive marked as priority and are read first.

You can also write directly to info@ifgecommerce.com.

What to write

For a quick answer, include:

• your Shopify store’s name;
• the app page where you see the problem;
• the day and order number involved, if relevant;
• the exact text of the message you see, or a screenshot.

For questions about how your business is taxed, your accountant is always the reference.

Next step

Glossary