Quotes and orders
- Why can't I add a template's Shopify product or an Add-On product on its own?OrderPilot's template and add-on products must be sold through their configured template, with the customer's options selected.
- What happens when a customer asks for a change after signing?The signed quote stays as it is until your team accepts and applies the change.
- How do I stop charging tax to a reseller?Record the reseller's certificate under Tax & resale on their customer profile, including the state, file and expiry date when applicable.
- How do I answer a customer's change request?Open the customer's request from Open items in the Inbox or Change requests and questions on the order.
- I made the customer's change but they still can't sign. Why?Signing stays blocked while any question or change request remains open, including a change marked Saved, not sent.
- Why is the salesperson copied on every customer email?OrderPilot automatically copies the order's salespeople on customer order emails so they can follow the sale.
- What's the difference between Default CC and BCC and Copies of customer emails?Default CC and BCC prefill the composer, while Copies of customer emails adds recipients to every customer order email automatically.
- What is the difference between a quote and an order?A quote is an offer for the customer to review; an order records an agreed sale.
- Why did my quote number change?OrderPilot can replace a quote's Shopify draft number with the Shopify order number when the sale is placed.
- Why is the Create Quote button greyed out?Hover over Create Quote to see which requirement is missing.
- Can I create a quote without a customer?You can save an OrderPilot draft without a customer, but creating the quote requires one.
- Can I add a one-off custom item that isn't a template?The app's Add product picker offers templates and Shopify products, not a free-text one-off item.
- If I change a template's price, do open quotes update?No. Saved quotes retain their saved line and option prices when you change the template's pricing.
- Why does my draft say an option is no longer offered?The template no longer offers the saved option value, or an option rule now hides it.
- Where did the In-store Sale switch go?The In-store Sale switch was replaced by a pickup or delivery choice on each physical line.
- Why does Shopify show two orders for one OrderPilot order?OrderPilot can split pickup and delivery into 2 Shopify orders when their tax treatment differs.
- Why can't I see other staff members' quotes?Your Quotes list can start with Salesperson set to your own sales.
- Can I save a filtered view?OrderPilot has no separate saved-view feature, but list filters are kept in the page's address.
- Can I search quotes by product or SKU?Yes. Quotes and Orders search matches product names and SKUs as well as customer details, order numbers, purchase order numbers and tags.
- Can I change the status of several orders at once?Yes. Tick the intended rows in Quotes or Orders, choose Change status, then confirm the destination and record count.
- Why is my order locked, and what is Force Edit?An order locks when its status has Disable Edit enabled and the sale is signed, paid in any amount or placed in Shopify.
- Why can't I remove a line from an order?A line linked to a purchase order needs its own edit confirmation before you can remove it.
- What happens if two people edit the same quote?OrderPilot stops your save if another person saved a newer version of the quote first.
- Can I delete a quote or order?You can delete an eligible quote, but OrderPilot orders have no Delete action.
- How do I cancel an order?Cancel a placed order in Shopify admin.
- Can I duplicate a quote?No. OrderPilot has no Duplicate action for quotes.
- How does a quote become an order?A quote becomes an OrderPilot order when you move it to Order, while payment or Create order (pay later) places the sale in Shopify.
- Can I convert a quote without the customer signing?Yes, authorized staff can use Force Convert to Order for an eligible unsigned quote.
- How does a quote end up in the review queue?A template's Manual review requirement or a custom POS sale can send a record to Pending Review.
- Why is the Approve button greyed out?Hover over Approve Quote or Approve Order to read the blocker.
- Can a rejected quote be reinstated?Yes. Open the Rejected tab in Review, open the record and approve it when it is ready to proceed.
- How do customers ask for changes to a quote?Customers request changes through the OrderPilot portal using Request a change or Ask a question on an item.
- What is the difference between Accept and Apply in quote?Accept moves the sale into Changes Requested while your team works on it; Apply in quote fills the requested value on the line.
- How does the customer know what I changed?The next quote email can include a What changed section showing revised values and previous values.
- How do I know if my customer opened the quote?Check the line under the quote's title: it shows the customer's last view and which version was sent.
- Can I schedule a quote email?Yes. In the quote or order email composer, choose Schedule and enter a date and time at least 1 minute ahead.
- Why is there no Shipping & delivery row on POS?POS shows Shipping & delivery when the sale contains an item set to Delivery.
- Why will my shipping come off when I save?POS removes the shipping charge when you save an order whose items are all set to Store pickup.
- What does Vendor not chosen mean?Vendor not chosen means the item has no selected supplier, often because someone chose Decide later.
- Why is Decide later missing when I choose a vendor?Decide later is unavailable when your shop turns on Require vendor selection.
- Why can't I find a product in the POS picker?The POS picker requires active Shopify products available on the Point of Sale channel, or active templates your staff and location can use.
- Why does a scan say No product found for barcode?POS found no available variant with an exact match for the scanned barcode or SKU.
- Why do I see add-on products in POS search?Stock-tracked options have their own Shopify products, so they can appear in Shopify POS search.
- Why can't I change an item's price on POS?A Shopify catalog item's base price is fixed after the order is placed in Shopify.
- Why can I lower a discount but not raise it?Reducing or removing an existing discount is allowed without price-override permission, but increasing it requires Override prices and give discounts.
- Why can't I delete or change the vendor of an item?The item is already linked to a purchase order, so POS blocks deletion and vendor changes.
- Why is an order locked on POS?The order's workflow status disables editing for its current committed state.
- Why does an order open as view only?An order opens view only when your effective POS access does not allow changes to that record.
- What does 'Not saved: this order was changed in the back office' mean?Someone saved a newer version of the order in the back office while you had it open on POS.
- Does editing a signed quote require a new signature?A customer-facing edit can make the existing signature no longer apply to the current quote, in the app or on POS.
- Why can't I delete this quote on POS?POS blocks quote deletion during Shopify sync.
- Why don't option swatches show colors on POS?Option choices on POS show their names without swatch colors because that screen does not display those color swatches.
- Can I enter serial numbers on POS?No. POS shows recorded serial numbers and a Serial needed badge in Fulfillment details, but serial numbers are read-only there.
- Can I sell a warranty plan or open a warranty claim on POS?No. Add extended warranty plans and handle warranty claims in OrderPilot inside Shopify admin.
- Why does POS ask for two payments?POS asks for 2 payments when pickup and delivery are held in separate Shopify parts because their tax treatment differs.
- Why can't I pick Today for an item?Today is unavailable for goods still on special order, items without stock at the store, or when the shop fulfills everything on full payment.
- Why can't I edit a colleague's comment on POS?Staff can edit or delete their own comments; the store owner can change another person's comment.
- Why is Create Quote greyed out on POS?Read the explanation beneath Create Quote on POS: a customer or product is missing, or POS is still checking which items ship.
- Why does POS refuse a 555 phone number?The POS customer form rejects US 555 phone numbers.
- Why does Create Quote say a field is Required?Your shop requires information that is still missing from the quote or order.
- Is a draft sent to Shopify?No. Save as Draft keeps the unfinished sale in OrderPilot only.
- Can I create a customer with only a phone number?Yes in OrderPilot inside Shopify admin: enter the customer's name and either an email address or a phone number.
- Does OrderPilot save quotes automatically?Yes, for eligible quotes in the app when Auto-save quotes after the first save is enabled; it starts off.
- What does the Vendor required chip mean?Vendor required means a product line has no selected vendor.
- Why can't a salesperson see a newly created template?Check that the template is active and its Who can add it settings allow the salesperson and location.
- Why can't I type my own fee amount?Entering a custom fee amount requires Override prices and give discounts.
- Why can't I add shipping to this order?Shipping is available when the sale has goods set to Delivery.
- Why is my order discount asking for a reason?OrderPilot requires a reason for every order discount, both in the app and on POS, so staff can understand why it was given.
- Does a fee discount show to the customer?The customer sees the fee reduction, but not its staff-only reason.
- Why can't I change tax on this order any more?The charge-or-exempt choice locks when the sale becomes a placed Shopify order.
- Why is an item in the ••• menu greyed out?A greyed item in the app's ••• menu is unavailable for that record's current state.
- Can I give a quote a project name?Yes. Open Settings › Quotes & orders › Defaults › Numbering and enable Show a reference after the quote/order number.
- Can customers see my notes?Only the order's Notes field: it can print on quotes and other customer documents.
- Can customers see comments?No. Comments in a quote or order's Activity are visible only to staff.
- Why can't I change an order's location?An order's location can change only while the record is editable and has an active Shopify draft.
- Does a quote need to be signed before it becomes an order?A signature is required when your shop's or template's rules require one.
- Why can't I delete this quote?A quote cannot be deleted if it has a customer signature, payment or refund history, a purchase-order link or a placed Shopify order.
- Why can't I mark items collected?Mark collected needs fully paid, eligible goods and Change order status permission.
- Why do orders still go to Pending Review with Reviews off?Turning Reviews off hides the Review page and disables the shop-wide review rules.
- Can I review orders on Shopify POS?No. Approve, reject and request changes from Review in OrderPilot inside Shopify admin.
- Can a customer change their quote themselves?No. Customers send Request a change or Ask a question from an item in their portal; your team reviews and applies the change.
- Why can't my customer sign while they have a question open?OrderPilot blocks signing while a question or change request remains open, so the customer does not sign an unsettled agreement.
- What is the difference between Confirm change and Apply change?Confirm change saves the value the customer requested.
- Can someone copied on a quote email open the customer's portal?Yes. Everyone copied on a customer email gets the same portal link and PIN as the customer, so copy only people who may see that quote or order.
- Does the customer see the delivery promise?No. The delivery promise is visible only to staff on quote and order pages in the app.
- Can I promise a different date than OrderPilot calculates?Yes. Click Change promise, enter a whole number of days from 0 to 3,650, click Done, then save the quote or order.
- Why didn't the promise change when I updated the vendor's build time?A placed order keeps the delivery promise recorded when it was placed, even when vendor or option lead times change later.
- Why does my order line say lead time not known?The line has no set figures from which to calculate its lead time.
- Why does an older order say no promise was recorded?The order has no saved delivery promise from placement; the message does not mean delivery takes no time.
- Why does an option say Same day when we never set it?An older option can show Same day because its blank lead time was previously saved as 0.
- How many products and fees can I put on one order?An OrderPilot quote or order allows up to 50 product lines and 50 fees.
- Why does POS say the product is already on the order?The selected product is already represented by a line on the order.
- Will auto-save keep a new quote before its first save?No. A new quote needs an initial manual save before Auto-save quotes after the first save can work.
- What should I do when auto-save says Not saved?Keep the quote open and resolve the reason shown before leaving; Not saved means the edit has no saved confirmation.
- Can I check another location's stock while writing a quote?Yes. Open the product on POS and tap See all locations to open Stock by Location.
- Can I discount the furniture without discounting the delivery fee?Yes. In the app's order-discount dialog, set Applies to to Products only to leave fees outside the discount.
- What happens when I add both an item discount and an order discount?The order discount applies after the item discount, to the remaining amount.
- Are new custom fees taxable automatically?No. A new custom fee starts with its taxable and physical-item settings off.
- Can I show White Glove Delivery as a separate charge on a quote?Yes. Add White Glove Delivery as a saved fee, or enter a named custom fee if you have price-override access.
- Does editing an item's description change its Shopify product?Only when you enable Sync to Shopify in the line's Edit description dialog.
- Does changing a catalog item's cover image affect Shopify?Yes. A changed catalog-line cover image is applied to that Shopify variant on the next sync.
- Can I remove a required option from a quote line?No. Required options must remain on the configured line.
- Can I change a placed item from physical product to service?No. Once the sale is placed in Shopify, a line cannot switch between service and physical product.
- Can I charge tax when an exempt reseller buys something for personal use?Yes, on an eligible draft sale use Charge tax on this order to override the customer's applicable exemption.
- Why does adding another search word hide a quote I could find before?Every search word must match somewhere on the quote or order, so an extra word narrows the results.
- Why are there no checkboxes beside my quotes and orders?Row checkboxes appear only when your role has at least 1 available bulk action.
- Can I tag several quotes or orders at once?Yes. Filter the Quotes or Orders list, tick the intended records, then choose Add tags or Remove tags.
- Does editing a purchased line update the vendor's purchase order?No. Changing the customer order leaves the linked purchase order's quantities and costs unchanged.
- Does approving or rejecting a quote send an email automatically?No. Review decisions do not send status emails, and review-notification emails are not available yet.
- Why did Mark resolved send my order back to review?Mark resolved saves the corrected order and returns it to Pending Review when its review flag or the shop's all-orders rule applies.
- Does closing a customer's change request cancel or refund their order?No. Settling a change request does not cancel an order or issue a refund.
- Does Close request send the customer an updated quote?No. Close request closes the request without sending an updated quote.
- Can I test a quote email without sending it to the customer?Yes. In the composer, open More send options, choose Send test email…, and enter an address you control.
- Does Email queued for delivery mean the customer received it?No. Email queued for delivery confirms that OrderPilot queued the message, not that it reached the customer's inbox.
- Does receiving the vendor delivery mark the customer's items delivered?No. Receiving records that the vendor's goods arrived; customer handover is a separate event.
- Can I mark only some units of a line collected?Yes. Open Mark collected or Mark delivered, select the eligible line, and set How many to the quantity actually leaving.
- Does the delivery promise use business days or calendar days?The delivery promise uses calendar days for every stage.
- Why does the order's delivery promise follow the slowest item?OrderPilot calculates the order promise for goods shipping together, so the longest line determines the order's promise.
- Why did my delivery promise change disappear after I clicked Done?Done updates the delivery-promise card but does not save the quote or order.