Customers and portal
- Do customers need an account on my store to see their quote?No. Customers can open their OrderPilot quote from the emailed portal link and enter the 4-digit PIN supplied with it.
- My customer lost their portal PIN. What do they do?Ask the customer to choose Email my PIN on the portal's PIN screen.
- A portal link went to the wrong person. What do I do?Correct the customer's contact information, then use Disable all existing portal links in Settings › Customers › Portal access.
- Why does my customer see 'Not ready to sign yet'?An unresolved question or change request is holding the customer's signature.
- Does the customer get a copy after signing?Yes. When Email customers their signed copy is on, OrderPilot emails the stored signed PDF after an electronic signature, whether the customer signed online, by QR code or on the showroom iPad.
- Can customers send me photos?Yes. Customers can attach up to 5 files to each portal message, with a limit of 10 MB per file.
- What happens if I turn off the portal?Customers can no longer enter the portal; existing portal links show **This page is not available.
- Can customers track an order without an account?Yes. A customer can open Track your order from an emailed tracking link without signing in.
- Where are my customers stored?Customer details are stored in Shopify.
- I can't find Customers in the menu. Where is it?Turn on the Customers page in Settings › Customers › Customers page.
- Can I add my own fields to customers?Yes. Use Add field in Settings › Customers › Customer fields to add text, URL, number, date, yes/no, choice-list, or image information.
- Why are Customers or Review missing from the menu?Customers and Review are optional menu pages that start off for new shops.
- Can a customer sign a quote on their phone?Yes. A customer can sign an OrderPilot quote on their phone from the link you send or a showroom QR code, with no store account.
- Does the customer need to sign before paying?Yes, when the quote or order requires a signature.
- Why can't my customer pay?Usually because payment is held, a signature is required, a customer request is still open, pricing isn't finished, or Shopify checkout isn't ready.
- Why does my customer see Contact store to pay?The customer's Shopify checkout isn't ready.
- What is the customer portal?The OrderPilot customer portal is a private place for customers to review quotes, sign, pay, follow orders, and message your store.
- What does Looks good do on a portal quote?Looks good records that the customer reviewed an item or delivery before signing; it doesn't sign the quote.
- Why does my customer's order say In production?In production comes from the order's customer status group or its items' progress.
- Does the customer need an account to sign?No. A customer can open the emailed signing link and sign an OrderPilot quote without a store account.
- Does the customer get an email when I reply in the portal?Yes, if the portal is on and your message is still unread.
- Where do customers find all their orders?Customers find their OrderPilot quotes and orders in the portal under Your orders and quotes, which shows the newest 50 records.
- Why does a new order pick a different address than POS?A new order in the OrderPilot app uses the customer's Shipping and Billing address roles, while Shopify POS uses Shopify's default ship-to address.
- My customer says their link doesn't work. What do I do?Match the message on the customer's page to the next step.
- Why can't my customer sign?Signing can wait for an open question, a change request, unfinished pricing, or Shopify sync.
- Can a rejected quote be signed?No. A rejected quote cannot be signed; the customer sees This Quote has been rejected and can no longer be signed. Check the quote's rejection and resolve the underlying record issue before arranging approval.
- Can customers change their portal PIN?Yes. Change PIN asks the customer for Current PIN, New PIN, and Repeat new PIN.
- Why can't my customer see every older order on the portal home?The OrderPilot portal home shows the newest 50 records.
- Can customers request changes after signing or placing an order?Yes. Customers can request changes after signing or placing an order through the OrderPilot portal.
- Does hiding the Customers page delete customer information?No. Turning off the Customers page hides its menu entries and tour; it doesn't remove customer data.
- Does editing a customer field on an order change the customer profile?Yes. A customer field marked Shown, editable on quotes and orders saves back to the Shopify customer.
- Does removing an address in OrderPilot remove it from Shopify?Yes. Saving a removed customer address deletes it from the Shopify address book.
- Can more than one customer choice list appear as tags?No. Only one customer choice list can supply the tags beside a customer's name.
- Why can I view a customer but not edit their profile?Viewing customer profiles requires View quotes and orders, while saving changes requires Create and edit quotes and orders.