15. Troubleshooting

The app opens outside Shopify or shows an authentication error

Return to Shopify Admin > Apps > ShelfOps. Confirm you selected the correct store and that your Shopify user still has access. Avoid stripping shop or host context from embedded links.

Sync remains running

Large bulk imports are asynchronous. Wait for Shopify to complete the operation, then refresh Sync. If it remains unchanged well beyond a normal catalog import, record the job identifier and contact support instead of launching many duplicate jobs.

A CSV row is rejected

Download the current template. Check the header, numeric formats, currency, SKU match, duplicated rows, MOQ, pack size, lead time, and primary supplier value. Re-upload only corrected rows and inspect ambiguous SKU results.

A reorder suggestion is zero

Check supplier mapping, location, available inventory, inbound quantity, rule values, and demand evidence. Zero can be a valid recommendation. Use a manual quantity only when you have an operational reason and review MOQ and pack rounding.

A switch is disabled

Settings names the first unmet prerequisite. Deployment availability, optional Shopify permission, one-time acknowledgement, and store choice are separate. Even after the switch is enabled, each exact operation needs confirmation.

A write timed out or is uncertain

Stop. Open Audit and the original resource. Retry only the saved payload and idempotency key when the UI offers that recovery path. Otherwise compare Shopify and ShelfOps, document the result, and reconcile manually with support.

Inventory changed while counting

Do not force the old preview. Refresh the Shopify baseline, resolve the conflict, physically recount the affected line, and freeze a new exact preview.

A bill total or status looks wrong

Check ordered, received, and invoiced quantities; due date; active payments; and reversals. Totals and statuses are derived server-side. Correct immutable payment history with a reversal rather than editing it.

Billing cannot be verified

Open Plan from inside Shopify Admin and refresh the Shopify App Pricing state. A new or expired merchant fails closed when entitlement cannot be verified. Preserve the displayed error and contact support if the Partner API remains unavailable.