Troubleshooting FAQ
Find solutions to common technical issues with Qivra PreOrder.
Selling Plan Issues
Section titled “Selling Plan Issues”Products are not syncing to the Selling Plan
Section titled “Products are not syncing to the Selling Plan”Symptoms: Offer is active but products do not appear as pre-order in Shopify checkout.
Solutions:
- Check the offer’s sync status on the offer list (look for the sync badge)
- If sync failed, try triggering a manual sync from the offer detail page
- Ensure the app has the required Shopify API scopes (check the home page for warnings)
- Check that the product is not already in another active offer’s Selling Plan
Selling Plan shows as “Draft” or “Archived” in Shopify
Section titled “Selling Plan shows as “Draft” or “Archived” in Shopify”This can happen if the offer was paused or completed. When you reactivate the offer, the Selling Plan should sync automatically.
Solution: Wait a few minutes for the sync to complete, or trigger a manual sync.
Inventory Issues
Section titled “Inventory Issues”Pre-order badge shows even when product is in stock
Section titled “Pre-order badge shows even when product is in stock”Cause: The inventory mode is set to “Always” or “Allow when in stock”.
Solution: Change the inventory mode to “Allow when out of stock” in the offer settings.
Inventory not updating
Section titled “Inventory not updating”Cause: The inventory webhook may not be receiving updates from Shopify.
Solutions:
- Verify webhooks are registered: Go to Shopify Settings > Notifications > Webhooks
- Check that the “Inventory update” webhook is active
- Reinstall the app to re-register webhooks if needed
Theme Issues
Section titled “Theme Issues”Badge appears in the wrong position
Section titled “Badge appears in the wrong position”The app uses CSS selectors to position elements on your theme. If the selectors do not match your theme’s HTML structure, badges may appear in unexpected positions.
Solutions:
- Go to Offers > Display Settings and check the storefront integration settings
- If you use a custom theme, you may need to configure custom selectors
- Contact support with your theme name and a link to the affected page
Pre-order button does not replace the “Add to Cart” button
Section titled “Pre-order button does not replace the “Add to Cart” button”Cause: The app cannot find the “Add to Cart” button element on your theme.
Solutions:
- Ensure the app embed is enabled in Theme Editor
- Check that your theme uses standard Shopify button elements
- Try a different theme (Dawn is the most compatible)
- Contact support for assistance with your specific theme
Order Issues
Section titled “Order Issues”Pre-order orders not appearing in the Orders tab
Section titled “Pre-order orders not appearing in the Orders tab”Cause: The order webhook may not have fired, or the order is still processing.
Solutions:
- Wait a few minutes for the webhook to process
- Refresh the Orders page
- Check if the order exists in Shopify admin
- If orders are consistently missing, reinstall the app to re-register webhooks
Cannot cancel a pre-order order
Section titled “Cannot cancel a pre-order order”Cause: The order may already be fulfilled or the cancellation is processing.
Solutions:
- Check the order status in Shopify admin
- Try canceling from Shopify admin directly
- Contact support if the issue persists
App Embed Issues
Section titled “App Embed Issues”App embed option not visible in Theme Editor
Section titled “App embed option not visible in Theme Editor”Cause: The app may not be properly installed or the theme does not support app embeds.
Solutions:
- Ensure you are using an Online Store 2.0 theme
- Try reinstalling the app
- Check that the app is listed in your Shopify admin under Apps
App embed enabled but nothing appears on storefront
Section titled “App embed enabled but nothing appears on storefront”See Pre-Order Not Showing on Storefront for a full troubleshooting checklist.