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Troubleshooting the Shopify app

Most problems fall into one of five categories. Work down this page in order; the first three cover the large majority.

The block does not appear on the order page

Check, in order:

  1. The app is installed on this store. Open Settings in the Verify AI dashboard and confirm the store domain matches the admin you are looking at.
  2. The page has been reloaded since install. Shopify caches the admin's extension list; a hard reload picks up newly installed extensions.
  3. You are on the order details page. The block targets order details only. Draft orders have the action but not the block.

If it still does not appear, the extensions may not be deployed for the app version your store is on. Contact support with your store domain.

Orders are not being verified automatically

  • The setting is off. Verify orders automatically is per store, in Settings. Confirm it is on.
  • The balance is zero. Verification stops with an insufficient credits error rather than running and billing later. Check the credits page.
  • The order predates the install. Automatic verification only runs on orders created after the store was connected. Use the Verify AI action on the order to score an older one.
  • The webhook is not reaching us. Shopify retries failed deliveries, so a transient failure recovers on its own. A persistent one usually means the app needs reauthorising, which an owner or admin can do from Settings.

A verification fails with missing fields

A verification needs an order amount, a currency, a customer name and email, and both a shipping and a billing address. Orders that are missing any of these cannot be scored, and the extension names which ones are absent.

This is most common on:

  • Digital-only orders with no shipping address
  • Orders created through the API without customer contact details
  • Draft orders that have not had an address added yet

Add the missing details to the order in Shopify and run the action again.

Verification fails with an authorisation error

The store's access token has expired or been revoked. An owner or admin can reauthorise from Settings in the Verify AI dashboard, which sends you through Shopify's consent screen again.

If reauthorising does not resolve it, confirm that protected customer data access is still approved for your store. Shopify can withdraw it, and without it the Admin API returns no order data.

Tags are not appearing on orders

  • Tagging is off. Tag orders with the risk level is a separate switch from automatic verification, in Settings.
  • The order is a draft. Draft orders are never tagged; the app does not hold write_draft_orders.
  • The tag write failed. Tagging is deliberately non-blocking, so a failure is logged and the verification still succeeds. Re-running the action retries the write.

Getting help

Open a ticket from the Verify AI dashboard. It arrives with your organization, verification history, and credit state attached. Include:

  • The Shopify order ID or order name
  • Roughly when you ran the verification
  • What you expected and what happened instead