Payments and signatures
- Can I edit a quote after the customer has signed it?Yes, you can edit a signed quote in OrderPilot, but customer-facing changes can require a new signature.
- Why does this quote say it needs a signature?A quote needs a signature when a product requires one, a signature request reaches the customer, or an edit invalidates an earlier signature.
- Do signing links expire?A signing link can stop accepting signatures while the customer can still view the document and any payment that's available.
- What should I do when a customer opens a chargeback?Use Place legal hold to protect the order's signature evidence, then download the signed agreement and evidence from Signature history.
- What happens to signed quotes if I uninstall OrderPilot?Export your signature records before uninstalling OrderPilot.
- How long does OrderPilot keep signed quotes?OrderPilot keeps signature records for 7 years by default; you can choose a whole number from 1 to 30 years.
- Do deposits require Shopify Plus?No. OrderPilot's separate deposit orders work on any Shopify plan once Deposit orders is on: staff create the deposit in the app before the main sale is placed, and the paid deposit is credited against that sale.
- How do I record a cash or check payment?Open Collect payment on the order to record cash, a check or a bank transfer you have already received.
- Can I refund a customer from OrderPilot?Yes, Refund Payment records a cash refund that you return yourself.
- Where do I download an invoice?Open the order's ••• menu, choose Payments and Invoices, then open Invoices.
- Why does my quote's Valid until date look wrong?A quote's Valid until date starts from its creation date, with a default period of 30 days.
- Why can't I take a deposit on POS?Take Deposit on Shopify POS requires Shopify Plus because it uses a native deposit percentage in payment terms.
- Why does the button say Take Payment instead of Take Deposit?Take Payment appears when the amount due now includes more than a deposit, such as items leaving with the customer today.
- Why does the payment button say Create Order?Create Order means the sale has payment due later and no deposit due now.
- Why is the payment button greyed and reading Paid in full?Paid in full is greyed out because the balance due is $0 and there is nothing more to collect.
- Why is Take Payment greyed out on a quote?Taking payment on a quote requires Convert quotes to orders, because payment places the sale as an order.
- Does the iPad notice when the customer signs on their phone?Yes. The iPad checks every few seconds and shows Signed by when the customer finishes signing on their phone.
- Why is Sign on this iPad missing?Sign on this iPad is missing when your access does not allow the changes or order placement that signing would perform.
- Can I record a copy the customer signed elsewhere on POS?No. POS does not offer a general action for recording a copy signed elsewhere.
- Can a customer e-sign after I marked a paper copy signed?Yes. After you record Signed on paper, the electronic signing methods remain available.
- What does Deposit too low mean on POS?Deposit too low means the native deposit percentage is below an item's minimum requirement.
- Does the payment status update when a customer pays online?Yes. When Shopify reports an online payment, OrderPilot updates the payment badge and Paid amount.
- What does Refund Owed mean on an order?Refund Owed means the customer's recorded payments exceed the order's current total, often after an edit lowers the price.
- Does Collect payment charge the customer's card?No. Collect payment in the OrderPilot app records money already received, such as cash, a check or a bank transfer.
- How does a customer pay the remaining balance?Online, through Shopify checkout, without coming back to the showroom.
- Can customers pay with store credit?Yes. Choose ••• > Apply store credit and enter an amount within the customer's available credit and the balance due.
- Why don't I see + Require deposit?+ Require deposit appears only on Shopify Plus after you tick Payment due later and choose terms.
- Can I place an order without taking payment?Yes. Set Payment due later, choose terms, and save the sale.
- Does a refund in OrderPilot restock items?No. Refund Payment in OrderPilot records a cash refund without item lines, so it does not put goods back into stock.
- How do I cancel a payment request?Open ••• > Payments and Invoices, find the open request on Payments, and choose Cancel request.
- Why can't a deposit order meet a product's minimum deposit?A separate deposit order does not count toward a product's minimum-deposit check.
- Can I text the sign link to a customer?Yes. Open ••• > Copy Sign Link on the created quote or order and paste the link into your text or chat with the customer.
- Where can I download a signed quote?Choose ••• > Download Quote PDF on a currently signed quote to download the stored signed agreement.
- How do I prove a signed PDF wasn't changed?Compare the PDF's SHA-256 fingerprint with Signed PDF SHA-256 in Signature history.
- How do I print a quote?In the app, choose ••• > Download Quote PDF, then print the downloaded PDF from your document viewer.
- Can I change how long a quote is valid?You cannot change quote validity through an ordinary quote-page setting.
- Can I add terms that only apply to certain products?Yes. Add Additional terms to a product template, or Additional terms & conditions to a category for a group of products.
- Why does a deposit create a separate Shopify order?OrderPilot's separate deposit route creates a taxable Shopify order for the deposit amount.
- How do I refund a separate deposit order?Open Payments and Invoices, choose View deposit order, and refund the deposit on that Shopify order.
- Why can’t I create a deposit for the whole balance?A separate deposit must be greater than zero and less than the balance due.
- Why is Collect deposit unavailable?Collect deposit needs an eligible, created Shopify draft with Deposit orders enabled.
- Why can’t I change payment terms after placing the order?Payment terms and deposit settings lock when the sale becomes a placed Shopify order.
- How do I resend the customer’s signed copy?Open the signed sale and choose ••• > Email signed copy.
- Can I attach a scan of a paper signature?Yes. Open Signature history and choose Attach scan on the existing paper-signature record.
- Will new product terms change an already signed quote?No. A signed quote keeps the wording frozen when the customer signed it.
- Which minimum deposit applies when products have different requirements?The order uses the highest minimum-deposit percentage required by any of its lines.
- Why is a payment missing from Payment History on POS?POS Payment History is built around OrderPilot payment requests, so check the sale summary and Shopify's transaction record before collecting again.
- Does OrderPilot put signature records on hold automatically during a dispute?No. OrderPilot does not learn of card disputes automatically.
- How long do signature export links work?Signature export download links work for 7 days.
- Can I stop customer payments after sharing a checkout link?Disabling customer payment in OrderPilot cannot withdraw a Shopify checkout link the customer already has.