# Troubleshooting Find solutions to common issues with Draft Order Magic. Issues are organized by feature area. ### Quick fixes Try these first for most issues: 1. **Clear browser cache** - Resolves many display and loading issues 2. **Hard refresh** - Press Cmd/Ctrl + Shift + R 3. **Try different browser** - Rules out browser-specific problems 4. **Check internet connection** - Ensure stable connection 5. **Log out and log back in** - Refreshes your session ### Common issues by feature \*\*Symptoms:\*\* Editor doesn't open, loads slowly, or shows blank screen ``` **Solutions:** - Clear browser cache and hard refresh - Try incognito/private browsing mode - Disable browser extensions temporarily - Check if Shopify admin is accessible - Try different browser (Chrome recommended) - Verify internet connection is stable **Still not working?** [Contact support](/support/contact-support) with browser details and screenshot ``` \*\*Symptoms:\*\* Changed prices revert to catalog prices after saving ``` **Solutions:** - Click directly on the price field (not the product name) - Press Enter or Tab after changing price - Wait for the field to update before clicking Save - Ensure draft order has a customer assigned - Check that you clicked Save button before leaving - Verify no browser errors in console (F12) **Related:** [Custom pricing guide](/product/editor/custom-pricing) ``` \*\*Symptoms:\*\* Created draft orders don't show in Draft Order Magic ``` **Solutions:** - Refresh the page - Check that draft order is "Open" status (not completed) - Verify draft order wasn't deleted - Look in Shopify admin to confirm draft exists - Check search/filter settings aren't hiding it - Try clearing filters and searching by number **Note:** Completed/paid draft orders become regular orders ``` \*\*Symptoms:\*\* Click Generate PDF but nothing happens ``` **Solutions:** - Check browser's download settings and popup blocker - Verify PDF generation is enabled in Print Settings - Ensure draft order has at least one line item - Try generating from Shopify admin instead - Check that customer is assigned to draft - Disable browser extensions temporarily **Related:** [PDF generation guide](/product/print/generating-pdfs) ``` \*\*Symptoms:\*\* PDF generates but looks incomplete ``` **Solutions:** - Go to Print Settings and verify logo is uploaded - Check business information is filled in completely - Re-upload logo if it's not appearing - Generate a new PDF (old ones don't update) - Verify file format (PNG recommended) - Check logo file size (under 2MB) **Related:** [Print settings guide](/product/print/settings) ``` \*\*Symptoms:\*\* Customers don't see draft orders in their account ``` **Solutions:** - Verify extension was added in theme customizer - Check that theme was saved and published - Confirm customer is logged in - Verify customer has draft orders assigned to them - Check "Hide when empty" setting - Verify tag filtering isn't hiding all orders - Test with a draft order you know exists **Related:** [Customer account setup](/product/customer-accounts/setup) ``` \*\*Symptoms:\*\* CSV upload fails or items don't import ``` **Solutions:** - Verify file is saved as CSV (not Excel .xlsx) - Check column names are exactly "SKU" and "Quantity" - Ensure all SKUs exist in your Shopify catalog - Remove any blank rows from CSV - Check file size is under 5MB - Verify quantities are numbers (no text or units) - Limit to 200 rows maximum per file **Related:** [CSV import guide](/product/editor/csv-import) ``` \*\*Symptoms:\*\* Can't save line item or attribute templates ``` **Solutions:** - Ensure template has a name - Check that products in template still exist - Verify attribute keys aren't too long (< 50 chars) - Try removing special characters from keys - Refresh page and try again - Check browser console for errors (F12) **Related:** [Templates guide](/product/templates) ``` \*\*Symptoms:\*\* Added properties don't appear on draft order ``` **Solutions:** - Verify you clicked Save after adding properties - Check properties in Shopify admin draft order - Ensure you're looking at the correct draft order - Try refreshing the editor - Check that properties have both key and value - Verify draft order was saved successfully **Related:** [Line item properties guide](/product/editor/line-item-properties) ``` \*\*Symptoms:\*\* Customers don't see company/location draft orders ``` **Solutions:** - Verify customer is assigned to a company in Shopify - Check aggregation mode is not "Personal only" - Confirm other company members have draft orders - Verify customer's company location is set correctly - Check draft orders are assigned to company members - Test with Shopify Plus B2B features enabled **Related:** [B2B features guide](/product/customer-accounts/b2b-features) ``` ### Error messages #### "Draft order not found" **Cause:** Draft order was deleted or doesn't exist **Solution:** * Check if draft was converted to an order * Verify draft wasn't deleted in Shopify admin * Refresh Draft Order Magic homepage * Check draft order number is correct #### "Failed to save draft order" **Cause:** Network issue or validation problem **Solution:** * Check internet connection * Verify all required fields are filled * Try saving again * Check browser console for specific error * Contact support if persists #### "Permission denied" **Cause:** Shopify account doesn't have necessary permissions **Solution:** * Verify you're logged in as store owner or staff with order permissions * Check Shopify admin access level * Contact store owner for permission increase * Ensure Draft Order Magic has required app permissions ### Browser-specific issues #### Chrome * Most reliable browser for Draft Order Magic * Update to latest version if having issues * Disable extensions to test if causing conflicts #### Safari * Clear cache: Safari → Preferences → Privacy → Manage Website Data * Check "Prevent cross-site tracking" isn't blocking app * Try disabling content blockers #### Firefox * Clear cache and cookies * Check tracking protection settings * Try disabling strict tracking protection for Shopify #### Edge * Ensure using Chromium-based Edge (not legacy) * Clear cache and refresh * Check similar settings to Chrome ### Still need help? If you've tried troubleshooting steps and the issue persists: 1. Note what you've already tried 2. Take screenshots of the issue 3. Check browser console for errors (F12 → Console tab) 4. [Contact support](https://github.com/horselditty/draft-order-docs/blob/main/support/contact-support/README.md) with details **When contacting support, include:** * Store URL * Detailed description of issue * Steps to reproduce * What you've already tried * Screenshots or error messages * Browser and version ### Feature-specific troubleshooting For more detailed troubleshooting: Draft order editor problems PDF generation problems Customer extension issues Template problems ### Preventive measures Avoid common issues: * ✅ **Save frequently** - Don't lose work * ✅ **Test in staging** - Try changes on test store first * ✅ **Keep browser updated** - Latest version = fewer issues * ✅ **Regular cache clearing** - Prevents stale data problems * ✅ **Document workflows** - Track what works for your team * ✅ **Train team members** - Ensure everyone knows how to use features ### Known limitations Be aware of these Shopify/app limitations: * CSV import: 200 rows maximum per upload * Draft orders: Shopify platform limits apply * B2B features: Require Shopify Plus * Customer accounts: Require Customer Accounts 2.0 * Tags: Case-sensitive for filtering ### Reporting bugs Found a bug? Help us fix it: 1. Verify it's reproducible 2. Note exact steps to reproduce 3. Check if affects all browsers 4. Screenshot or record the issue 5. [Contact support](https://github.com/horselditty/draft-order-docs/blob/main/support/contact-support/README.md) with details We prioritize bug fixes and appreciate detailed reports. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://responsive-media.gitbook.io/draft-order-magic/support-and-help/index-1.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. 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