> For the complete documentation index, see [llms.txt](https://docs.globo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.globo.io/pre-order/integrations/third-party-integration/integrate-with-shopify-flow/troubleshooting.md).

# Troubleshooting

Use this page when a trigger does not fire, an action fails, or customer communication behaves unexpectedly.

## Trigger did not start workflow

### What to check

* The workflow is enabled in Shopify Flow
* The selected trigger matches the real event scenario
* The event actually happened in Preorder Now
* Workflow conditions are not over-restrictive

### Practical fix steps

1. Reproduce the event on a test product/order
2. Confirm event timing and context (product/variant/profile/order)
3. Temporarily remove extra conditions to validate baseline behavior
4. Add conditions back one by one

## Action failed due to input format

### What to check

* Variant/order/profile identifiers are valid
* You are using a consistent ID format across the workflow
* The referenced entity exists and belongs to the current store context

### Practical fix steps

1. Copy ID directly from a known-good source
2. Test one record manually in a minimal workflow
3. Expand to batch only after single-case success

## Waitlist notifications sent too early or unexpectedly

### Common cause

The notify action can be executed without inventory validation.

### Practical fix steps

1. Add explicit preconditions before notification
2. Gate by restock signals or internal approval flags
3. Run a small subset test before full audience send

## Fulfillment state changes are not as expected

### What to check

* Whether fulfillments are currently scheduled, held, or unfulfilled
* Whether your workflow executes hold/open/release actions in the correct order
* Whether multiple workflows are changing the same order states

### Practical fix steps

1. Use one controlling workflow for fulfillment state transitions
2. Add action sequencing delays/conditions where needed
3. Add internal notifications for each state-changing step

## Payment collection does not complete

### What to check

* Order is eligible for pending payment capture
* Payment terms/state allow capture at that moment
* Failure notification behavior is configured as expected

### Practical fix steps

1. Add pre-check condition for eligible order/payment status
2. Enable customer notification on capture failure if desired
3. Route failed captures to support queue for manual follow-up

## Customer receives confusing communication

### Common cause

Message templates or workflow timing do not match operational state.

### Practical fix steps

1. Align message content with real order/fulfillment status
2. Add delay windows where state transitions can still change
3. Keep support macros synchronized with automation events

## Recommended testing checklist

* Test every workflow in a staging store first
* Validate one success path and one failure path per action
* Confirm no duplicate customer notifications
* Confirm support team receives enough internal context
* Re-test after any profile logic or workflow condition changes

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