Orders troubleshooting
What to do when questions aren't asked, items aren't found, or an order is locked.
Updated
| What you see | Why | What to do |
|---|---|---|
| Your agent never asks your order questions | It asks them only when a customer orders items from your catalog, and a question for some items only when those are ordered | Check the question's Where to ask, and use Preview questions for that item |
| Your agent doesn't find an item a customer asks for | The item is inactive, unavailable to your agent, has no price, or is a service customers book through Appointments | Check the item in your catalog |
| An order is marked Missing answers | A required question has no answer, or the customer declined it | Get the answer from the customer and fill it in with Edit answers |
| An order shows Answer to review | The customer later gave a different answer in the chat | Open the order and choose Use this or Keep current |
| "These answers changed. Reload the order to see the latest." | The answers changed while you were editing | Press Reload answers and make your change again |
| Edit items is missing on a paid order | Items are locked while an order is paid | Press Correct to unpaid with a reason, edit the items, then record the payment again |
| Items or answers can't change on a completed or cancelled order | Those statuses are final | Create a new order if something more was ordered |
| "This order status cannot be changed that way" | That status can't follow the current one | Choose one of the statuses offered under Next status |
| Add variant is greyed out for an item | Its currency differs from the order's, or the order already has 100 lines | Keep one currency per order; split very large orders |
| "At most 30 order questions can be asked. Remove one to add another." | The workspace has 30 order questions | Remove one you no longer need |
| You can't change order questions or record a payment | Only owners and managers can | Ask an owner or manager |