This article lists the problems merchants ask about most, with what to check for each. The linked articles explain the behaviour behind each fix.
Buyers don't see the form
Check, in order:
- The block is placed. In the Shopify checkout editor, the Business details form block is on the Thank you and Order status pages, or inside checkout on Plus. See Getting started.
- The app was opened. Open TradeCheck from Apps in the Shopify admin once. Until then, the form can't reach TradeCheck.
- Who sees the form. Settings › Step 1 may limit the form to B2B customers, tagged customers or larger orders. Guests never see the form under the B2B or tagged options. See The checkout form.
- Fields are on. In Settings › Step 2, at least one field isn't Off.
- The store isn't on Shopify's Starter plan. TradeCheck can't run on Starter.
Every order is blocked at checkout
The checkout rule is on for a store that isn't on Shopify Plus. Only Plus buyers can enter details before paying, so the rule blocks everyone else. Turn off both options in Settings › Step 3, or in Settings › Checkout › Checkout rules in the Shopify admin. See Checkout rules.
A buyer paid with a blocked ABN
A blocked ABN is turned away, but a Plus buyer can leave the ABN blank and pay. Turn on Require a valid ABN in Settings › Step 3. Orders saved with a blocked ABN get the TradeCheck: Blocked ABN tag. See Blocked ABNs.
An order has no ABR result
The ABR was unavailable when the buyer ordered, or the order came through Plus checkout and hasn't been opened yet. Open the order and press Re-verify now on the Business details card. See ABN checks and risk flags.
A cancelled ABN got through the checkout rule
The checkout rule checks that the ABN is a valid number, not that it's active. The order has the ABN cancelled flag. See Checkout rules.
A buyer wants to change their details
Buyers can't change details after saving them. Staff can change them with Edit details on the order page. See Order details in the Shopify admin.
A page in the app shows "couldn't be loaded"
Refresh the page. If it keeps happening, the merchant needs the team: pass the conversation on with the page name and the error message.
Checkout rule couldn't be loaded: after a TradeCheck update, approve its new permissions in the Shopify admin first, then refresh.