Troubleshooting

The form and the theme

“The Overview says the form isn’t added, but I added it.” Why: the app only checks the published theme, and only after you have saved. What to do: click Save in the theme editor, check you are working on the published theme, then on Overview › Theme integration status click Verify Activation.

“I can’t find the app blocks in the theme editor.” Why: your theme doesn’t accept app blocks in that section. What to do: add the block in another section of the page or use Floating from “App embeds”. See Publish the form on your store.

“I tried the form in the theme editor and no request arrived.” Why: in the editor preview the form shows “Preview mode: no request was actually sent.” What to do: try it on the published store.

“The floating button covers another button.” Why: two fixed buttons in the same corner. What to do: the app usually moves its button up on its own. If that’s not enough, change Horizontal Position or Distance from Bottom in the Floating settings.

“The form is in the wrong language.” Why: the form language follows the Primary language in Form editor. What to do: change it there and click Save language settings.

Customers and requests

“A customer says the form doesn’t recognize their order.” Why: the message “The email or order number do not match” appears if the email isn’t the one on the order or the number is wrong. What to do: ask them to copy number and email from the order confirmation email. The # is optional.

“A customer can’t continue because the date doesn’t match.” (Grow and Unlimited plans) Why: on the paid plans the app also checks the order date. What to do: ask them to use the date in the order confirmation email.

“A customer sees that the withdrawal period has expired.” Why: more days than allowed have passed since the last parcel was delivered. What to do: if you want to accept it anyway, handle the return manually with the customer. On the Grow and Unlimited plans you can extend the period in Settings.

“A customer can’t send a second request for the same order.” Why: only one request is allowed per order. What to do: work on the existing request in Returns. If the customer needs to return other items from the same order, handle them directly with the customer.

“The customer sees the message about a business account (B2B).” Why: the order was placed by a company, and EU withdrawal applies only to consumers. What to do: handle the case according to your terms of sale for businesses.

“A customer sees «Too many requests. Please try again in a few minutes.»” Why: too many attempts in a short time. What to do: wait a few minutes and try again.

“In Settings I see the red box «Legal Compliance Error».” Why: the DPA is not accepted, for example because it was revoked. What to do: in Settings › Advanced options, tick the DPA checkbox and click Accept DPA.

Badges and notices in the app

“The badge at the top says «Not Compliant (Art. 9 EU Dir.)».” Why: at least one of these is missing: DPA accepted, legal details and return address, an active block in the theme, a period of at least 14 days. What to do: open Show steps on the Overview and complete the items marked “To do”.

“I see the notice «Activate New Customer Accounts for the returns portal».” Why: the store still uses Shopify’s classic customer accounts. What to do: click Go to customer accounts settings and switch to new customer accounts. The form with email and order number works without an account too.

Refunds

“I don’t see the Refund Items button.” Why: on the Free plan refunds are made in Shopify; on the Grow and Unlimited plans you first need Confirm Goods Received. See Refund the customer.

“I see «An earlier refund attempt has an unknown outcome…».” Why: an earlier refund didn’t give a clear answer. What to do: click Refund Items again: the app checks in Shopify before refunding and doesn’t refund twice.

“The goods didn’t go back into stock.” Why: the option is off, access to locations isn’t allowed, the item was “Item was defective” or the location is no longer active. The stock box in the refund confirmation tells you which case it is.

Emails

“I don’t receive new-request emails.” What to do: check Notification email (Admin) and the option Send notification email to me (Merchant) for each new withdrawal in Settings, click Send Test Email and look in spam.

“The customer says they didn’t get the confirmation.” What to do: ask them to check spam. In the case details, under Activity, you can see whether the email went out (“Creation email sent to customer”) or not (“Creation email not sent to customer”).

Contact support

You have three options:

• the chat in the bottom-right corner of every app page: an automated assistant answers, and it can forward your request to support by email;
• the app’s Support page, with the frequently asked questions and the “Suggest an improvement” form;
• email info@ifgecommerce.com.

For a quick answer, include:

1. your store address ending in .myshopify.com;
2. the plan you use;
3. the order number and the Case reference, if the problem concerns a request;
4. what you did, what you expected and what happened, with the exact message text or a screenshot.

Next step

Glossary