Troubleshooting

Answers to the most common questions.

An invoice shows the wrong buyer details

If it's a draft, fix the details with Edit buyer details on the order page and the draft updates. If it's issued, open it and use Credit and re-issue.

The download button doesn't appear on the thank-you page

Check that customer downloads are on in Settings → Download buttons and that the block is added in the checkout editor. If invoices are issued on fulfillment, the invoice doesn't exist yet right after checkout: customers find it on their order status page once the order ships.

VAT was charged to an EU business

Shopify calculates VAT at checkout. Mark business customers as tax-exempt in Shopify, and turn on VIES checks so reverse charge is printed on valid EU VAT numbers.

I reached my monthly limit

New invoices wait as drafts until the 1st of next month or until you upgrade in Settings → Plan. Credit notes are never limited.

Still stuck?

Email [email protected] with your store address and, if it's about a document, the invoice or order number. We usually reply within one business day.