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Store Pickup + Delivery emergency kit

We’re doing our best to give you the most stable experience possible. Having said that, you should always have a backup plan in case something does go wrong. Learn how to handle the situation if your customers cannot check out when:

  • Checkout button doesn’t work
  • Rates stopped working

Status page

Subscribe to our Status page, and we will notify you the moment we know that there’s an issue with our servers.

Contact support

When something goes wrong, please contact us as soon as possible—we’re here to help. There are a few ways you can get in touch:

If your checkout is broken and your customers can’t check out, please add "Urgent" to the subject line. That way we will be notified that you’re having an emergency, and we will help as soon as possible. To make sure you get support on time, please do not abuse this for any other questions. 

Duplicate theme and comment out {% include "storepickup" %}

We try to help everyone as soon as possible, but in some cases it might take us some time to get back to you. If your checkout is blocked because of our app, we recommend that you make a copy of theme and temporarily remove our app from the live theme. That way your customers will be able to check out while you wait for us.

To duplicate your theme:

  1. Go to Online store > Themes 
  2. On your live theme, click Actions > Duplicate
  3. Wait for the duplication to finish

To temporarily remove our app from the live theme:

  1. Go to Online store > Themes 
  2. On your live theme, click Actions > Edit code
  3. Go to Layout/theme.liquid
  4. Find {% include "storepickup" %}
  5. Wrap it in a comment
    {% comment %}
    {% include "storepickup" %}
    {% endcomment %}
  6. Click Save

That way our app will not affect your checkout until we have a chance to take a look

Add static rates in Shopify

If your customers are not getting rates from our app, they might see a message telling them "Your cart has been updated and the items you added can’t be shipped to your address. Remove the items to complete your order."

This means that there’s something wrong with the rates, either with your rate setup or with our servers. Until we have a chance to take a look, please add rates in Shopify so your customers can check out.

To add rates in Shopify:

  1. Go to Shopify Settings > Shipping and delivery > Shipping > Manage rates
  2. Find the zone to which you are offering pickup, delivery, and shipping
  3. Click Add rate
  4. Click Set up your own rates
  5. Set up a rate 
  6. Click Done
  7. Click Save

Repeat steps 3–7 for every checkout method you use.

Please note that all of the static rates in Shopify will show for every checkout method, be it pickup, delivery, or shipping. 

S
Sebastian is the author of this solution article.

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