Shopify

Troubleshooting - Shopify app

Start on the app Home page (status overview) and the event log. Here are the most common checks.

Step by step

Orders not sent: confirm setup is complete, rules match the order, automatic handling is not paused, and read any errors in the event log.
Rates missing at checkout: the integration is enabled and saved, Freightseeker Basic Rates is in the shipping profile, package and weight look reasonable, and Freightseeker has enabled checkout for your store.
Add-ons not showing at checkout: the store is on Shopify Plus, advanced mode with add-ons is on, and the Freightseeker Advanced Checkout block is added under Settings - Checkout - Customize.
Shipping documents missing: wait a moment, open Freightseeker documents on the order, and confirm the booking went through.
Send from Admin fails: check draft versus booking in Settings, that addresses and packages exist, and that the order is not already booked.

When contacting support: include the store name, approximate time, and any reference number from the event log.
Inside the app under Support you will find more detailed checklists for the same situations.

Need help? Contact us via Contact us on this site, or support@freightseeker.com.