Here are the common issues you may face with provided solutions.
Edits Blocked due to Shopify Flow
Edits Blocked due to Shopify Flow
Issue
Some merchants notice that edits made through Account Editor don’t go through or appear to be automatically reversed. For example, a customer may try to add or remove items, or update their shipping address, but the change doesn’t reflect in the order or it gets undone immediately. This usually happens when there’s a Shopify Flow automation running in the background that reacts to order updates.
Why this happens
Shopify Flow is a powerful automation tool that allows merchants to set up workflows triggered by events like “Order created” or “Order Updated”. If any of these triggers are configured to take strict actions such as auto-fulfilling orders, tagging them, cancelling edits, or notifying third-party services they can conflict with Account Editor's functionalities. In such cases, edits performed through the app may be blocked, overridden, or cancelled by these flows.
Solution
If edits are being blocked due to Shopify Flow, the issue may be caused by an automation that runs when an order is updated such as auto-fulfilment or locking the order. To resolve this, go to Shopify Admin > Apps > Flow > Workflows and check if any active flows are triggered by events like "Order Created" or "Order Updated". You can either disable these flows temporarily or modify their conditions such as adding exceptions using tags or delaying actions until after the edit window ends. If you're not sure which flow is interfering, feel free to contact the Account Editor support team with your workflow details and order example.
Can I customize when and how cancellation retention offers are shown to customers?
Can I customize when and how cancellation retention offers are shown to customers?
Yes.
Account Editor gives you full control over how cancellation retention works. When you enable this feature, you can create rules that decide what type of incentive is offered, who it’s offered to, and under what conditions.
Here’s how it works:
Offer Types: Choose the kind of incentive to give, such as a fixed-value gift card, free shipping, a free item, a one-time discount code, a percentage discount on the current order, or store credit.
Eligibility: Decide who can see the offer — all customers, selected customers, or specific customer segments (e.g., VIP shoppers or first-time buyers).
Redemption Limit: Control how many times the same customer can use the offer. By default, each customer can use it once, but you can increase or restrict this further.
Conditions: Add rules to make offers more targeted. For example, you can show the offer only for orders above a certain value, for specific products or collections, based on shipping costs, or if the order has a minimum number of items.
You can require customers to meet all conditions (e.g., order over $50 and at least 3 items), or just any condition (e.g., order over $50 or contains Premium Jacket).
If you don’t set conditions, the offer will apply to all eligible customers who attempt to cancel.
For more information visit Cancellations.
Can I show a shipping method only on the Order Status Page (post-purchase), but not at checkout?
Can I show a shipping method only on the Order Status Page (post-purchase), but not at checkout?
This is a creative request — wanting to hide higher-cost shipping options at checkout (to keep conversions high), but offer them post-purchase so customers can choose to split deliveries and pay extra if needed.
Answer:
By default, Shopify does not allow apps to hide or show specific shipping methods only on the Order Status Page.
However, there are some options depending on your setup:
Solution
Shopify Plus with Functions:
On Shopify Plus, you can use Shopify Functions to customize how shipping rates appear.
This may allow you to hide certain shipping options at checkout but show them later through custom logic.
Shopify Apps:
You can install third party apps from shopify app store like SupaEasy:AI Functions creator etc. that allows features to hide shipping at checkout.
Why this happens:
Shopify strictly controls shipping options during checkout.
Apps like Account Editor can allow method changes and split shipping post-purchase, but not add “hidden” methods that were never offered at checkout.
Can customers apply discount codes after purchase with Account Editor?
Can customers apply discount codes after purchase with Account Editor?
Issue
Merchants often ask if Account Editor allows shoppers to enter or apply discount codes when editing their orders post-purchase. This is a common scenario — for example, a customer forgets to use their coupon at checkout and then wants to add it afterward.
Why this happens
By default, Shopify only processes discount codes during checkout. Post-purchase edits in Account Editor don’t reopen the checkout flow, so customers won’t see a discount code field automatically. Without additional configuration, discounts can’t be retroactively applied by the customer.
Solution
Yes — customers can enjoy discounts on post-purchase edits, but you need to configure it:
Go to Settings → Engagements → Upsell in Account Editor.
When creating or editing an upsell rule, you’ll find the option to add a percentage discount. This discount is automatically applied to the upsell item(s) if the customer accepts the offer.
For standard order edits (not upsells), merchants can apply discounts manually inside Shopify admin after the edit.
Important Note
Customers cannot manually enter their own coupon codes after purchase.
Discounts can only be applied through upsell rules or by the merchant directly.
This prevents abuse of expired or one-time coupons while still giving you flexibility to reward customers.
👉 If you’d like to offer post-purchase discounts more broadly, consider setting up targeted upsell offers with discounts — this ensures customers get a smooth experience without manual intervention.
I can’t turn on my upsell app at checkout — why isn’t it working?
I can’t turn on my upsell app at checkout — why isn’t it working?
Upsells in Account Editor don’t appear directly at checkout. Instead, they show up on the Thank You Page and Order Status Page, after the order is placed. If you don’t see them, it usually means the widget or rules haven’t been set up correctly.
Solution (steps to check):
Go to your App block and confirm that the Upsell widget block is added to both the Thank You Page and Order Status Page. To learn more please visit Overview to learn how to add upsell widget.
In Account Editor → Engagement → Upsells, create at least one upsell rule.
Rules can be based on Order value, Customer segment, or Product collection.
At least one active rule must exist for upsells to appear.
Save your settings.
Place a test order to see the upsell in action on the Thank You or Order Status page.
Why this happens:
Account Editor’s upsells are post-purchase offers, not checkout offers.
They only display if both the widget is installed and at least one rule is active.
Example:
You set up an upsell rule to show a Hat if the customer buys from the Shoes collection.
If the customer checks out shoes, the upsell won’t appear during checkout.
It will appear immediately after checkout on the Thank You/Order Status page.
How can I show a countdown/timer on the upsell widget, like the Edit Order block?
How can I show a countdown/timer on the upsell widget, like the Edit Order block?
Issue:
Merchants often want to create urgency for post-purchase offers by showing a countdown timer on the upsell widget — similar to how the Edit Order block works with an expiry window. Without this, customers may take longer to decide, which can reduce conversions.
Solution:
Yes — Account Editor now supports a Countdown Banner feature on the upsell widget. This lets you display a live timer with a custom message to encourage customers to act quickly.
To enable it:
In your Shopify Admin, go to Apps → Account Editor → Engagement → Upsell→ Create/Edit upsell rule.
Toggle Enable countdown timer.
Set the Timer duration (make sure it’s shorter than the overall order editing window).
Enter your Banner message and use
{{countdown_timer}}to dynamically show the time left.Example: “Special offer unlocked! You have {{countdown_timer}} to claim it.”
(Optional) Add an Expiry message that appears after the timer runs out.
Example: “You missed it! This offer is no longer available.”
Save your changes.
What your customers see:
On the order confirmation page, the upsell widget will display a live countdown message, e.g.,
“Special offer unlocked! You have 59m 31s to claim it.”
This boosts urgency, improves engagement, and can significantly increase upsell conversions.
Subscription Orders Not Editable
Subscription Orders Not Editable
Issue
Merchants often face a situation where they are unable to edit orders that include subscription-based products. Even though Account Editor works seamlessly for regular product orders, when it comes to subscription items, the edit options (like adding or removing items) are either restricted or completely unavailable. This can confuse users who expect similar flexibility across all orders.
Why it Happens
This limitation comes directly from how Shopify's Subscription APIs are structured. Shopify treats subscription orders differently because they are governed by third-party subscription apps (like Recharge, Appstle, Loop, etc.) and are tied to recurring billing cycles. Once a subscription order is created, Shopify locks certain fields to maintain consistency and prevent issues with ongoing billing. As a result, third-party apps like Account Editor are not allowed to modify the core contents of such orders, including product quantity, item swaps, or price edits.
Solution
If an order includes a subscription product, Account Editor will automatically restrict edits to ensure there’s no violation of Shopify’s policy or disruption of recurring payments. Merchants should be informed of this behavior in advance. If any changes are needed to a subscription order, they must be handled directly through the subscription app used (like Recharge or Appstle). It is also recommended to tag or filter such orders in the store’s backend so staff can easily identify them and avoid confusion while using Account Editor.
Does the upsell widget create a new order, or does it add items to the customer’s existing order?
Does the upsell widget create a new order, or does it add items to the customer’s existing order?
The upsell widget does not create a new order. Instead, any item accepted through the upsell is added directly to the customer’s existing order.
Solution (how it works):
When a customer accepts an upsell offer, the product is inserted into the same order they’re editing.
The order total is automatically recalculated (including shipping and discounts, if applicable).
The customer then pays only the difference for the new total (if additional payment is required).
No duplicate or new order is created — everything stays in one place.
Why this happens:
Creating a new order would confuse fulfillment and accounting.
By adding to the existing order, you keep all edits, upsells, and payment adjustments together.
Example:
A customer orders a $100 pair of shoes.
Account Editor suggests an upsell: $20 shoelaces.
If the customer accepts, the shoelaces are added to the same order, making the new total $120.
They only pay the $20 difference, and fulfillment sees it as one order.
Will every order be put on hold for 60 minutes and only released afterwards? How does Account Editor handle this workflow?
Will every order be put on hold for 60 minutes and only released afterwards? How does Account Editor handle this workflow?
Not every order is automatically held for 60 minutes. Orders are only held if there’s a pending payment caused by an edit (for example, when a customer adds an item).
Solution (how it works):
In Account Editor → Admin→ Time period, you choose the editing window (e.g., 30 minutes, 60 minutes, 2 hours).
If a customer edits their order in a way that creates a pending balance:
The order is automatically put On Hold for the length of the editing window.
If the customer pays within that time, the hold is released immediately.
If they don’t pay, once the window ends, the edits are reverted and the order is released for fulfillment.
If no payment is due (e.g., just changing an address), the order is not put on hold. It continues as normal.
Why this happens:
Holds prevent fulfillment from starting before customers finish paying for their edits.
Once the window ends, the system makes sure unpaid changes don’t stick — avoiding inventory and revenue mismatches.
Example:
You set a 60-minute editing window.
Customer adds a $20 item → order is put On Hold.
If they pay within 15 minutes → hold is released instantly.
If they don’t pay by 60 minutes → the added item is removed, and the order is released to fulfillment.
Why don’t customers see a field to enter a discount code after purchase in the widget?
Why don’t customers see a field to enter a discount code after purchase in the widget?
If you don’t see the discount code option post-purchase, it usually means the Post-Purchase Discount extension hasn’t been added. This extension only works on the Order Status Page that too as an individual extension (the page customers see after checkout).
Solution (how to enable it):
In your Shopify Admin, go to Apps → Account Editor.
Click Add app block in your Online Store editor.
Add the Post-Purchase Discount extension as a separate block.
Place it on the Order Status Page.
Save and publish.
Why this happens:
The discount code field isn’t part of the default edit widget.
It only appears when the Post-Purchase Discount extension is explicitly added as its own block.
Example:
Without the extension: Customers won’t see a place to enter discount codes.
With the extension added: Customers editing their order on the Order Status Page can apply a discount code before confirming the update.
What’s the difference between swapping and replacing items in Account Editor?
What’s the difference between swapping and replacing items in Account Editor?
It’s easy to confuse the two, but they work differently:
1. Replace Items:
Customers can remove a product from their order and replace it with a completely different product.
Example: Swap a Blue T-shirt for a Pair of Jeans.
This is a full product replacement, not just a variant change.
2. Swap item (change only the size, color, or option of the same product):
Customers can switch between variants of the same product.
Example: Swap a T-shirt in Medium for a T-shirt in Large, or Red for Black.
The product itself stays the same; only the variant option changes.
Where to manage these settings: Go to Account Editor → Edits → Item edits.
Why this matters:
Allowing item swaps is useful if customers often change their minds about the product itself.
Allowing variant swaps is best when customers typically just pick the wrong size or color.
Can I allow customers to change only the variant of a product (like size or color) instead of replacing the entire item?
Can I allow customers to change only the variant of a product (like size or color) instead of replacing the entire item?
Yes — Account Editor supports variant swaps. This means customers can change the variant of the same product (for example, size or color) without replacing the whole item.
Solution (how to enable it):
In your Shopify Admin, go to Apps → Account Editor → Item Edits → Order editing settings.
Enable the option Swap Items.
Save your changes.
Customers will now see the option to switch variants of the same product in their edit portal.
Why this helps:
It allows customers to fix simple mistakes (like picking the wrong size or color) without cancelling their order.
It also reduces your support workload, since customers can self-serve variant changes.
Example:
A customer orders a T-shirt in Medium.
Using Account Editor, they swap it to Large instead of removing the Medium and adding a new product.
Can I lock only certain variants (like color) from being swapped, while still allowing other swaps (like size)?
Can I lock only certain variants (like color) from being swapped, while still allowing other swaps (like size)?
Yes — Account Editor now supports swap restrictions. This means you can prevent customers from changing specific variant options (like color) when swapping items, while still allowing other options (like size) to be swapped.
Solution (how to enable it):
In your Shopify Admin, go to Apps → Account Editor → Item Edits → Order editing settings.
Enable the option Swap Items.
Scroll down to Swap restrictions.
Enter the product option name you want to restrict (e.g.,
Color).Save your changes.
Customers will now be able to swap other variants (like size) but won’t be able to swap the restricted attribute (like color).
Why this helps:
Allows you to control variant swaps more precisely (e.g., lock pricing-sensitive options like color, while still allowing size adjustments).
Prevents misuse while still reducing support workload by letting customers fix simple mistakes themselves.
Example:
A customer orders a T-shirt in Blue, Medium.
With Swap restrictions, you can block them from changing the color (Blue) but still let them swap the size (Medium → Large).
What does the “Smart Cancellation” feature do?
What does the “Smart Cancellation” feature do?
Smart Cancellation is the setting that lets customers cancel their orders and receive a refund automatically — without you having to step in.
It prevents partially processed orders from being stuck in limbo.
It ensures Shopify doesn’t charge the customer for an order that they’ve successfully cancelled in time.
You can customize which reasons appear to customers (e.g., Changed my mind, Shipping cost too high).
I enabled “Order Cancellation” but customers still can’t cancel their orders. Why not?
I enabled “Order Cancellation” but customers still can’t cancel their orders. Why not?
If customers see “this action can no longer be performed” when trying to cancel, it usually means the Smart Cancellation setting isn’t enabled, or the cancellation options weren’t saved correctly.
Solution (steps to fix it):
Go to Account Editor → Edits → Cancellations.
Make sure Smart Cancellation is checked.
This is the main toggle that allows customers to cancel orders on their own.
When enabled, Account Editor will also trigger the refund automatically.
Under the same tab, review the cancellation options (e.g., Found a better price, Changed my mind, etc.) and ensure at least one option is available.
Save your settings.
Check if you have added the cancel widget properly on the order status page.
Place a test order and try cancelling it from the Order Status page to confirm the flow works.
Why this happens:
Smart Cancellation is the feature that connects the customer’s cancel action to Shopify, so the refund is processed.
If it’s unchecked, customers will see the widget but won’t be able to complete the cancellation.
Example:
Without Smart Cancellation → Customer clicks “Cancel” → error message.
With Smart Cancellation → Customer clicks “Cancel” → order is cancelled instantly, refund is issued.
Can I trigger an API call after an order is edited in Account Editor?
Can I trigger an API call after an order is edited in Account Editor?
Yes — you can use Shopify Flow together with Account Editor to trigger API calls whenever a customer edits their order.
Solution (how to set it up):
Install the free Shopify Flow app from the Shopify App Store.
In Flow, create a new workflow:
Trigger → Select an Account Editor event, such as Address updated or Product variant swapped.
Action → Choose Send HTTP request.
In the Send HTTP request action:
Pick the HTTP method (GET, POST, etc.).
Add your endpoint URL.
Configure headers and body (optional).
Set retry/response handling.
Save and turn on the workflow.
Now, every time that event occurs in Account Editor, Flow will automatically make an API call to your chosen endpoint.
Why this happens:
The trigger comes from Account Editor (e.g., order edited, address updated).
The action comes from Shopify Flow (e.g., Send HTTP request, or call a Shopify Admin API mutation).
If you only search inside Account Editor, you won’t see the HTTP request action — you must add it from Flow’s action list.
Example:
Trigger: Address updated in Account Editor.
Action: Send HTTP POST request to your ERP endpoint with the new address.
Result: Your ERP system receives the update instantly.
Plan availability:
This feature is included with Silver and Gold plans.
The Flow app itself is free to install and use.
Why can’t customers add a phone number to their order, even though I enabled the option?
Why can’t customers add a phone number to their order, even though I enabled the option?
It’s frustrating when you’ve enabled phone edits but customers still don’t see the field. Good news: if a customer didn’t provide a phone number at checkout, Account Editor will show an empty phone field so they can add one and save it. If a phone number exists, they can edit it.
Solution (check these):
Enable the toggle: In Account Editor → Enable shipping address editing → Set editable address fields, turn on Allow customers to edit phone number.
Confirm eligibility: The order must be unfulfilled and within your editing window (Settings → Timeframe).
Widget is present: Ensure the Account Editor block is added to the Order Status (and/or Thank You) page.
Customer is authenticated: The customer should be logged in with the same email used for the order; mismatches can hide fields or trigger reloads.
Refresh & retest: If you changed settings after the order was placed, reload the Order Status page once.
Why this happens:
Account Editor supports both editing an existing phone and adding a new phone if the original order had none.
When prerequisites (eligibility, widget placement, auth) aren’t met, the field can appear hidden—even though the capability is enabled.
If a customer still can’t see the phone field after these checks, share the order ID, customer email used at checkout, and a screenshot of Settings → Customer info and Settings → Timeframe, and we’ll pinpoint the blocker.
Does “App Attributed Revenue” mean I’m being charged that amount as a usage fee? What exactly does it represent?
Does “App Attributed Revenue” mean I’m being charged that amount as a usage fee? What exactly does it represent?
No — “App Attributed Revenue” is not a fee. It shows the value of orders that Account Editor has helped you keep by preventing cancellations or by letting customers edit instead of abandoning their purchase.
Solution (how to read it):
Go to your Account Editor Dashboard and find the App Attributed Revenue field.
Read this number as the extra sales your store retained thanks to Account Editor.
It is not connected to your subscription cost — you only pay the plan fee you’re subscribed to (Free, Bronze, Silver, or Gold).
Think of it as a performance metric: the higher this number, the more money Account Editor has saved you.
Why this happens:
Merchants sometimes confuse this with the app subscription fee.
In reality, it’s a value metric showing how much revenue the app preserved for you.
How can customers change their shipping method in Account Editor?
How can customers change their shipping method in Account Editor?
Account Editor allows customers to upgrade or switch shipping services after placing an order — but there are some limitations.
Solution (what’s supported):
Customers can change between available shipping services from the same delivery type.
Example: Switch from FedEx Standard → FedEx Express.
Customers cannot switch between different fulfillment types.
For example, changing from Local Pickup to Standard Shipping (FedEx/USPS) is not supported.
To allow changes:
Go to Account Editor → Address Edits → Change Shipping Method.
Ensure Allow customers to change shipping method is enabled.
Once enabled, customers will see the available shipping methods they can switch to in their edit portal.
Why this happens:
Shopify restricts how apps can manage different fulfillment types.
Account Editor can recalculate and switch between services, but it cannot convert an order from Pickup to Delivery (or vice versa).
Example:
A customer checks out with FedEx Standard but realizes they need faster delivery. They open Account Editor and switch to FedEx Express — the order updates with the new shipping cost.
If the same customer had chosen Local Pickup, the option to switch to FedEx or USPS would not appear.
Can I let certain tagged customers edit shipping details even after the edit time has expired
Can I let certain tagged customers edit shipping details even after the edit time has expired
Yes — this can be done using a Shopify Flow rule. While Account Editor normally blocks edits once the time frame expires, you can create an exception for customers with a special tag (e.g., EDIT TIME EXCEPTION) so they can still update shipping method or shipping details.
Solution (how to set it up):
In Shopify, go to Apps → Shopify Flow.
Create a new workflow that checks for the customer tag EDIT TIME EXCEPTION.
Add a rule:
If the customer has this tag → allow Account Editor to keep shipping method/address fields editable even after the timeframe ends.
If not tagged → standard timeframe rules apply (no edits allowed after window).
Test the flow with a tagged customer to confirm only shipping fields remain editable.
Deploy the workflow storewide.
Why this happens:
Account Editor uses a strict timeframe to prevent last-minute changes from interfering with fulfillment.
By combining it with Shopify Flow, you can create exceptions for VIP customers or urgent cases without changing the default rules for everyone.
Example:
You normally set a 2-hour editing window. A VIP customer tagged with EDIT TIME EXCEPTION contacts you after 3 hours to change shipping to express. With the Flow in place, they can still edit only their shipping details — but product edits or cancellations remain blocked.
Can we add the upsell module and other links in the order confirmation email too?
Can we add the upsell module and other links in the order confirmation email too?
At the moment, Account Editor’s upsell module is only available inside the widget (on the Order Status Page or Thank You Page). It cannot be embedded directly into Shopify’s order confirmation emails.
Solution (what you can do instead):
In Shopify, you can customize the order confirmation email (Settings → Notifications → Order confirmation).
You can add a link in the email that directs customers back to their Order Status Page.
Since the Account Editor widget (with upsells) loads on the Order Status Page, customers will still see your upsell offers when they click through.
For email-based upsells, we recommend using Shopify Email or another email marketing tool to send follow-up campaigns with special upsell offers.
Why this happens:
Shopify’s notification system doesn’t allow embedding third-party app widgets directly into transactional emails.
Upsell modules need to run inside the store environment (Order Status Page or Thank You Page), not in email HTML.
Example:
You can edit your order confirmation email to say:
“Want to add more to your order? [Click here to edit or upgrade your order].”
When customers click the link, they’re taken to their Order Status Page where the upsell module is active.
How can I test Account Editor as if I were a real customer?
How can I test Account Editor as if I were a real customer?
Great question! The best way to understand how Account Editor looks and feels for your shoppers is to place a test order and walk through the flow just like a customer would.
Solution (how to test):
In your Shopify store, place a test order using either:
A real checkout with a small/cheap product (you can refund yourself later), or
Shopify’s Bogus Gateway (if you don’t want to process a real payment).
After the order is placed, go to the Order Status Page or Thank You Page where you’ve installed the Account Editor widget.
There you’ll be able to:
See the order editing module (edit address, items, shipping, cancellations depending on your settings).
Trigger and view any upsell offers you’ve created under Engagement → Upsells.
Experience exactly what your customers will see.
Try making an edit (e.g., change size, add/remove an item) to see how the changes and notifications appear.
If you want to test customer emails too, enable notifications in Settings → Notifications and use your own email to receive them.
Why this helps:
Account Editor integrates directly into your storefront, so the best way to preview is by simulating a real customer journey.
You’ll be able to confirm the widget placement, test upsells, and see exactly what your shoppers will experience.
Example:
You place a $10 test order. On the confirmation page, you see the Account Editor widget with options to cancel or update the shipping address. Since you’ve also set up an upsell rule for “first-time customers,” you’re shown an accessory product recommendation.
On the Free plan, are customers only able to download invoices 10 times a month? Or are invoices counted separately from order edits?
On the Free plan, are customers only able to download invoices 10 times a month? Or are invoices counted separately from order edits?
Invoices are included within the order edit count.
That means if your plan allows 10 order edits per month, any invoice downloads are counted toward that same limit — they are not tracked separately.
Example:
If a customer edits 8 orders and downloads 2 invoices in the same month, that uses up all 10 of your monthly Free plan edits.
How do we set how many minutes a customer can edit their order?
How do we set how many minutes a customer can edit their order?
You can control the editing window using the Timeframe setting in your Admin panel.
Steps:
Go to Account Editor → Admin → Time Period.
Under Edit timeframe settings, select how long customers can edit their order (e.g. 30 minutes, 60 minutes, etc.).
Save your changes.
This ensures that once the set time passes, customers will no longer be able to make edits to their order.
Where do the messages from the support form go?
Where do the messages from the support form go?
When a customer fills out the support form inside Account Editor, their message is sent directly to your store’s staff email address.
How it works:
By default, Shopify assigns your store email address (set when you created your store) as the recipient.
If you’ve added a specific email under Settings → Engagement → Emails → Email to staff, then messages will be delivered to that address instead.
If the field is left blank, messages go to your default Shopify store email.
Example:
Store default email =
[email protected]Staff email field is left blank → Messages are sent to
[email protected]Staff email field has
[email protected]→ Messages are sent there instead
Tip:
Make sure the staff email address is up to date and monitored, so you don’t miss customer requests submitted via the support form.
I didn’t receive a confirmation email from Account Editor — how can I verify my account?
I didn’t receive a confirmation email from Account Editor — how can I verify my account?
It’s normal to wonder if something went wrong when you don’t see a confirmation email right away. Don’t worry — in most cases your Account Editor app is already live and ready to use, even if the email didn’t arrive.
Solution (do this first):
Check your spam/junk folder for any emails from us.
Double-check that your store email is correct in Shopify → Settings.
If you still don’t see the confirmation, your app is most likely already active — nothing is blocked.
Still unsure? Just reach out to us at [email protected] and we’ll verify everything for you in a minute.
Why this happens (root cause):
Sometimes the confirmation email is delayed or gets filtered into spam.
Many merchants mix up Shopify’s store verification email with Account Editor’s onboarding confirmation.
In most cases, the app is already installed and active, even if you never receive that confirmation email.
Why is the Account Editor app store front text showing in the different language, and how can I change it?
Why is the Account Editor app store front text showing in the different language, and how can I change it?
It can feel confusing if the app shows in another language when your store is actually in English (or some other language). Don’t worry — the app isn’t broken. Account Editor automatically follows your store’s default language, and if that language isn’t supported yet, it falls back to another available one.
Solution (try this):
In Shopify Admin, go to Settings → Languages.
Example:
If your store is in Turkish but you want customers to see English, set your store’s primary language to English in Shopify. Account Editor will then display in English.
Check your store’s default language.
If it’s set to English, Account Editor will show in English.
If it’s set to a language we don’t yet support, Account Editor will display in the nearest available option (for example, Spanish).
But we can work on your preferred language as soon as possible.
Save your changes and refresh your store to see the updated language.
If you’re on our Gold plan, we offer a feature for localisation, you can override the content of your store by customizing every word in the app interface.
To get a complete guide over this, you may refer to Language for more accurate workflow to set this up.
Why this happens:
The app always mirrors your store’s default language.
If your store’s language isn’t supported yet, we show another available language instead.
Full customization of wording (beyond just translation) is only included in the Gold plan.
Why is the Account Editor editing block not showing on my “Thank You” page (or disappearing on the order status page) when testing on a dev store?
Why is the Account Editor editing block not showing on my “Thank You” page (or disappearing on the order status page) when testing on a dev store?
It can feel frustrating when you’re testing and the widget either doesn’t appear at all on the “Thank You” page or flashes briefly on the order status page before disappearing. Don’t worry — this usually isn’t a bug, it’s about how Shopify renders extensions differently in test/dev environments.
Solution (try these steps):
First, confirm that the Account Editor widget is enabled in your app admin.
In your Shopify Theme Editor, make sure the Account Editor block is added to both the Order Status Page and the Thank You Page. (some merchants only enable one).
If you’re testing on a development store, know that Shopify sometimes restricts or delays certain extension blocks. The widget may not render consistently until tested on a live (non-dev) store.
Clear your browser cache or test in an incognito/private window to rule out caching issues.
If it still disappears, double-check whether Shopify Scripts, custom checkout apps, or third-party extensions are interfering with the post-purchase page. Temporarily disable them to test.
Why this happens:
On dev stores, Shopify doesn’t always render checkout and post-purchase extensions the same way as live stores.
If the widget loads and disappears, it’s often a theme or script conflict.
Sometimes the block is only added to the Order Status Page, so it never shows on the “Thank You” page.
Example:
A merchant tested Account Editor on a dev store and saw the widget flash on the order status page but not appear on the “Thank You” page. After checking, they realized the block was only enabled for the Order Status Page in Theme Editor. Once they added it to both pages and tested on their live store, the widget worked normally.
Why am I not receiving emails immediately when I edit an order?
Why am I not receiving emails immediately when I edit an order?
It can feel like something is broken when you edit an order and no email lands in your inbox right away. Don’t worry — the emails are being sent, but they’re grouped together on purpose.
Solution (what to expect):
Account Editor has a 10-minute batching window for emails.
This means if you make several edits within 10 minutes, you’ll only receive one combined email instead of multiple separate ones.
After 10 minutes, a single email will arrive summarizing all the changes.
If you don’t see any email after 15 minutes:
Check your spam/junk folder.
Make sure your notification email address in Shopify and Account Editor settings is correct.
If still missing, contact [email protected] to check if your store’s email provider is blocking notifications.
Why this happens:
To prevent spam and clutter, Account Editor doesn’t send a new email for every single edit.
Instead, it batches edits made within a short time frame and delivers them in one notification.
Example:
If you edit a customer’s order at 2:01 PM, then again at 2:05 PM, and once more at 2:08 PM — instead of 3 separate emails, you’ll get one combined email around 2:11 PM with all those changes.
Can customers still add items or change details after an order has been shipped?
Can customers still add items or change details after an order has been shipped?
It’s a common concern — you don’t want customers editing orders that are already on the way. The good news is you don’t have to worry: Account Editor blocks edits once an order is fulfilled.
Solution (how it works):
Go to Admin-> Time period-> set to until fulfilled.
As soon as an order is marked fulfilled in Shopify, Account Editor automatically disables editing for that order.
Customers will no longer see the option to add items, change shipping details, or cancel.
You don’t need to configure anything — this restriction is on by default.
If you ever want to test it:
Place a test order.
Mark it as fulfilled in Shopify.
Check the Account Editor portal — the edit button will disappear.
Why this happens:
Editing after fulfillment could cause major fulfillment and shipping errors.
To keep processes smooth, Account Editor ensures only unfulfilled orders are editable.
Example:
A customer places an order at 2:00 PM and edits it at 2:10 PM (before fulfillment) — the changes go through. At 3:00 PM, the order is marked fulfilled in Shopify. From that moment, Account Editor hides the “Edit Order” option for that customer.
Why didn’t I (as a customer) get notified that my order was edited or that I need to pay?
Why didn’t I (as a customer) get notified that my order was edited or that I need to pay?
It can feel like nothing is happening if you edit an order but don’t get an email update. Don’t worry — Account Editor can notify customers automatically, but only if email notifications are enabled.
Solution (check your setup):
In your Account Editor Engagement, go to Email → Edit emails and payment reminders are enabled..
Choose the types of notifications you want customers to receive (e.g., Order Edited, Payment Required, etc.).
Save your changes.
Test it: edit a test order and confirm the notification email arrives in your inbox.
Why this happens:
If email notifications are turned off in Account Editor, customers won’t receive any messages when their orders are updated.
Shopify’s default system won’t send these notifications either — they must be enabled in Account Editor.
Example:
You edit an order and add a new item that increases the total price. If customer notifications are enabled, the customer will receive an email like: “Your order has been updated. Please complete payment for the changes.” If notifications are disabled, no email is sent.
Is there a way to prevent customers from adding certain products when editing their order?
Is there a way to prevent customers from adding certain products when editing their order?
Yes — you can control which products are editable in Account Editor. This way, customers can only add or change the items you want them to, while restricted products remain locked.
Solution (how to set it up):
Open your Account Editor Admin .
Go to Time Period → Product Restrictions (name may vary depending on your plan).
Choose the restriction type:
Allow only specific products → customers can edit/add only the products you select.
Block specific products → customers can edit/add everything except the ones you choose.
Save your settings. Customers will now see only the allowed products when editing.
Why this happens:
Some merchants sell items that shouldn’t be edited post-purchase (e.g., digital goods, subscription products, customized products).
Restrictions give you control so edits don’t cause fulfillment or inventory issues.
Example:
If you sell both regular t-shirts and limited-edition signed merch, you can block the limited-edition items from being added in Account Editor. Customers will only see regular t-shirts as editable.
I use another app to list products as “Coming Soon.” Why are customers still able to add those items in Account Editor?
I use another app to list products as “Coming Soon.” Why are customers still able to add those items in Account Editor?
It can be frustrating if you’re marking items as “Coming Soon” in another app, but customers can still add them through Account Editor. By default, Account Editor doesn’t know which items are restricted by outside apps — but you can control this with a Shopify Flow rule.
Solution (how to prevent “Coming Soon” items from being added):
In your Shopify Admin, go to Apps → Shopify Flow.
Create a workflow that blocks or hides “Coming Soon” products from being editable in Account Editor.
Example: If product tag = Coming Soon → Prevent add in Account Editor.
Until your Flow rule is set up, you can disable “Add Items” completely in your Account Editor settings.
Go to Account Editor Admin Panel → Settings → Features → Add Items.
Toggle it off to stop all item additions temporarily.
Once your workflow is ready, re-enable “Add Items” for all other products.
Why this happens:
Account Editor doesn’t automatically read restrictions set by other apps.
Shopify Flow lets you create custom rules so Account Editor follows the same logic as your other apps.
Example:
You sell collectable figures and use another app to tag unreleased products as “Coming Soon.” Without Flow, Account Editor still shows those items. With a Flow rule, any product with the “Coming Soon” tag will be hidden from the “Add Items” option in Account Editor.
Can customers change their billing information using Account Editor?
Can customers change their billing information using Account Editor?
This is a common question, since billing details can affect taxes and payment records. At the moment, Account Editor does not allow customers to change their billing information after an order has been placed.
Solution (what you can do instead):
Customers can edit many order details through Account Editor — shipping address, shipping method, product variants, adding/removing items, etc.
However, billing information (like name, address tied to payment, or credit card details) cannot be changed in Account Editor.
If a customer needs their billing details corrected, you’ll need to:
Update the billing information manually in Shopify Admin, or
Cancel and recreate the order with the correct details.
Customers can still update their shipping address and related details themselves if you’ve enabled those features in the app.
Why this happens:
Shopify locks billing information once a payment has been processed.
Allowing edits could cause accounting or tax reporting issues, so Account Editor intentionally does not support it.
Example:
A customer enters the wrong billing address during checkout but realizes afterward. They cannot fix this themselves in Account Editor. You (the merchant) would need to either update it manually in Shopify Admin or issue a cancellation and have them reorder with the correct billing details.
Is it possible to translate the Account Editor app text on store front?
Is it possible to translate the Account Editor app text on store front?
Absolutely — Account Editor can display in multiple languages. You don’t need to worry if your store isn’t in English.
Solution (how translations work):
Account Editor automatically detects your store’s default language and displays the app in that language if it’s supported.
If your store language isn’t supported yet, the app will display in the nearest available language (e.g., Spanish instead of Turkish).
On the Silver and Gold plans, you get Language Support, which automatically translates the app into all supported languages.
On the Gold plan, you also unlock Language Customization — this lets you manually edit every piece of text line by line, so you can phrase things exactly how you want.
Save your changes and refresh your storefront — customers will now see the app in the chosen or customized language.
Why this happens:
Shopify apps follow the store’s language settings.
If your store language isn’t directly supported, Account Editor shows a fallback language.
Only the Gold plan gives you full manual control over the text.
Example:
If your store’s default language is German, Account Editor will display in German automatically (supported).
If your store’s default language is Turkish (not yet supported), the app may display in Spanish by default. On Gold, you could override this and rewrite all UI text in Turkish yourself.
What happens if a customer edits their order below my free shipping threshold — will they be charged again? Can I block or hold such edits?
What happens if a customer edits their order below my free shipping threshold — will they be charged again? Can I block or hold such edits?
This is a common concern: a customer qualifies for free shipping, then edits the order (removing items) so the total drops below your free shipping threshold. By default, Shopify doesn’t automatically re-check shipping eligibility after edits, but Account Editor gives you ways to manage this.
Solution (your options today):
Recalculate shipping:
In Silver and Gold plans, Account Editor can automatically recalculate shipping rates after edits.
This means if the edited order total falls below the free shipping threshold, the customer will be charged for shipping.
Hold orders after edits:
Enable the Order Hold feature in Admin → Time Period.
This puts the order on hold after an edit until payment (including any adjusted shipping charges) is made.
Restrict item removals:
If you’d rather not allow this situation at all, you can block customers from removing certain products (like those tied to free shipping eligibility).
Go to Admin →Time period → Product Restrictions to configure.
Use Shopify Flow:
Advanced option: Create a workflow in Shopify Flow that flags or holds any order where the edited total drops below free shipping.
Why this happens:
Shopify grants free shipping based on the order total at checkout.
Without recalculation, removing items post-purchase won’t trigger a shipping charge unless you configure it through Account Editor.
Example:
A customer buys $120 worth of products, qualifying for free shipping. They edit the order and remove items worth $40, bringing the total down to $80.
With Recalculate Shipping enabled, the system applies the correct $10 shipping charge.
Without recalculation, shipping stays free, which may cut into your margins.
Alternatively, you can block item removals or hold the order until payment adjustments are made.
Does Account Editor offer automatic upsell recommendations?
Does Account Editor offer automatic upsell recommendations?
Yes — Account Editor has an upsell feature, but it works on rules you create, NOT on AI-based suggestions. This gives you full control over when and how upsells appear to customers.
Solution (how upsells work):
In your Account Editor Admin , go to Engagement → Upsells.
Create a new upsell and set the conditions for when it should appear.
Conditions can be based on:
Order value (e.g., show upsell only if cart is over $100).
Customer segment (e.g., show upsell to first-time buyers only).
Product collection (e.g., show matching accessories when a customer edits a product in a specific collection).
Once conditions are set, the upsell will automatically appear for any customer who meets them.
Save and test your upsell to make sure it displays as expected.
Why this happens:
Upsells in Account Editor are rule-based — you decide the triggers, not the app.
This ensures the recommendations match your store strategy instead of showing random products.
Example:
You want to offer a necklace cleaning kit to customers who buy jewelry. You can create an upsell rule:
Condition = Collection = Jewelry
Upsell = Cleaning Kit
Now, whenever a customer edits an order with jewelry, the upsell automatically appears.
Does Account Editor recalculate shipping fees and discounts after a customer adds items to their order?
Does Account Editor recalculate shipping fees and discounts after a customer adds items to their order?
Yes — Account Editor automatically recalculates both shipping fees and discounts whenever an order is edited. This way, customers always see the correct totals, and you don’t lose margin.
Solution (how it works):
When a customer adds or removes items in Account Editor, the app re-checks:
Shipping fees → updated based on your Shopify shipping rules (e.g., free shipping thresholds, weight-based rates, etc.).
Discounts → recalculated if the original order had a discount code applied.
If the order falls below a free shipping threshold, the correct shipping charge will be added.
If the order qualifies for a discount, it will automatically reapply according to your Shopify discount rules.
You don’t need to configure this separately — it’s built into the app.
Why this happens:
Without recalculation, customers could remove items and still keep free shipping or discounts they no longer qualify for.
Recalculation ensures fair pricing for both you and the customer.
Example:
A customer originally spends $120 and gets free shipping with a 10% discount code.
They edit the order and remove $40 worth of items, bringing the total down to $80.
Account Editor automatically removes free shipping (since the order is below $100) and recalculates the 10% discount on the new $80 total.
Can I require confirmation from the store before a customer’s cancellation is processed?
Can I require confirmation from the store before a customer’s cancellation is processed?
Yes — Account Editor gives you control over cancellations. Instead of letting customers cancel instantly, you can review and approve cancellations before they go through.
Solution (how to enable this):
In your Account Editor , go to Edits → Cancellation and enable Triger Shopify Flow Option.
With this setting enabled:
Customers can still request a cancellation through the Account Editor portal.
But the order will not be cancelled automatically.
You (the store) get to review the request and confirm it.
If you approve, the cancellation is processed in Shopify.
If you decline, the order remains active and the customer is notified.
Why this happens:
Some merchants want to prevent accidental cancellations or ensure fulfilment teams don’t lose orders unnecessarily.
This setting lets you keep control while still offering customers the option to request cancellations.
Example:
A customer clicks “Cancel Order” on their portal. Instead of the order being cancelled immediately, it goes into a pending cancellation state. The merchant reviews it, approves the cancellation, and only then is the order officially cancelled in Shopify.
Why does product information disappear after a customer cancels an order? Can it be kept for reference?
Why does product information disappear after a customer cancels an order? Can it be kept for reference?
In earlier versions of Account Editor, when a customer cancelled an order, all items were removed from the order line. This meant product thumbnails and line-item details disappeared, leaving the order blank. That could feel confusing, since customers couldn’t see what they had bought and refunded later.
Solution (latest update):
In the current version of Account Editor, cancelled orders retain product information.
This means thumbnails, product names, and pricing will stay visible in the cancelled order view.
Customers will still clearly see that the order is cancelled and refunded, but they’ll also know exactly what was inside the order.
Merchants don’t need to do anything — this improvement is already part of the latest build.
Why this happens:
Previously, our cancellation flow worked by removing items from the order, which stripped out product context.
Based on merchant feedback, we updated the logic so that products remain visible even after cancellation, giving customers clarity.
Example:
Old behavior: Customer cancels a $79.99 jacket order → order shows as cancelled, but product line is blank ($0.00).
New behavior (current): Customer cancels a $79.99 jacket order → order shows as cancelled and refunded, but the product and thumbnail remain listed for reference.
The Cancel order button isn’t showing for customers. How do I enable it?
The Cancel order button isn’t showing for customers. How do I enable it?
It’s frustrating when you expect customers to see a Cancel order option and it’s missing. Don’t worry—this is usually a quick settings or eligibility fix.
Solution (check these in order):
Feature toggle: In Account Editor →Edits→ Cancellations, turn on Allow customers to cancel orders.
Time window: In admin → Time period, make sure the order is still within your editing window (e.g., 2h, 6h). Once the window ends, Cancel disappears.
Fulfillment status: If the order (or any line) is fulfilled/partially fulfilled, cancellation is hidden by design to avoid shipping conflicts.
Payment state / holds: If there’s an outstanding balance from an edit, the order may be On Hold—customers will be prompted to pay rather than cancel until that’s resolved.
Plan gating (rare): Ensure you’re on a plan that includes cancellations (Free/Bronze may be limited depending on your config).
Widget placement: Confirm the Account Editor block is added on the Order Status and/or Thank You page and the Cancellations section is enabled in the widget layout.
Blocked by rules: If you use Shopify Flow or app rules that restrict cancellation (e.g., VIP orders, specific collections), the button will be suppressed for those orders.
Order type edge cases: Subscription/recurring, draft, or third-party marketplace orders may not be cancellable via the customer portal.
Language/customization: If you’re on Gold and customized labels, make sure “Cancel order” isn’t renamed/hidden.
Cache/auth: Test in an incognito window with the same email used to place the order. Mismatched emails can cause the widget to reload or hide actions.
Why this happens:
The Cancel action is only shown when the order is eligible (unfulfilled, within the edit window, not restricted by rules).
A disabled toggle, expired timeframe, or fulfillment progress will hide the button to protect your fulfillment workflow.
Example:
You set a 2-hour editing window and allow cancellations. A customer places an order at 2:00 PM.
At 2:30 PM (unfulfilled, within window) → Cancel order is visible.
At 3:05 PM (window expired) → Cancel order disappears.
If the order were partially fulfilled at 2:40 PM → Cancel order would be hidden immediately for that order.
Why can’t customers edit their orders more than once?
Why can’t customers edit their orders more than once?
Sometimes merchants notice that customers can only edit an order once. On paid plans (especially Gold), there are no restrictions on the number of times a customer can edit.
Solution (what to check):
Verify that your store is on the correct plan.
Gold plan: Unlimited edits.
Silver plan: Limited to 500 order edits/month.
Bronze plan: Limited to 100 order edits/month.
If you’re on Silver or Bronze and the limit is reached, edits may stop until the next billing cycle.
On Silver/Bronze, if you exceed the quota, extra edits are billed at $0.15 per edited order.
If you’re on Gold and still see restrictions, contact support — the plan should have no limits.
Why this happens:
Edit limits apply on lower plans (Silver, Bronze).
Merchants may confuse plan restrictions with temporary issues, but Gold removes all caps.
Example:
A store on Silver plan allows 500 edits/month. If customers try to edit after reaching 500, they will either be charged per edit ($0.15) or see the feature disabled until the limit resets.
What if I’m on Gold plan but edits stop working?
What if I’m on Gold plan but edits stop working?
If you’re on Gold and still see limitations, it’s not a plan issue — Gold allows unlimited edits.
Solution (what to do):
Confirm in your Shopify Billing that you’re subscribed to Gold.
If edits aren’t working, test with a fresh order to confirm.
If the issue persists, contact support — this may be a temporary glitch or account sync issue.
Why this happens:
Gold has no edit limit.
If edits aren’t working, it’s likely not plan-related but a technical issue needing review.
Example:
A merchant on Gold saw customers blocked from editing. After support checked, the issue was traced to a temporary sync bug, not the plan itself.
Widgets not Appearing Due to Legacy Customer Accounts
Widgets not Appearing Due to Legacy Customer Accounts
Issue
Merchants may notice that Account Editor widgets such as Order Edits, Cancellations, or Discount prompts do not appear on the storefront, even after completing all setup steps correctly. This can be confusing, especially when the dashboard shows everything as active. Despite enabling all relevant settings, the widgets simply don’t render for customers during their post-purchase experience.
Why it Happens
This typically occurs when the store is using Shopify’s legacy customer accounts. Account Editor is only compatible with new customer accounts, which are Shopify’s updated version designed to support modern app integrations. When a store is still on the legacy account system, the required Shopify features and APIs that Account Editor depends on are unavailable, preventing the widgets from rendering or functioning.
Solution
To use Account Editor properly, the merchant must switch to Shopify’s new customer accounts. This can be done from the Shopify Admin by navigating to Settings > Customer Accounts and selecting the “New customer accounts” option. Once updated, the widgets and all Account Editor features will become available for use.
Note: Switching to new customer accounts may affect other customisation or apps that rely on the legacy system, so review any dependencies before switching.