Troubleshooting

Record the initial state before using every refresh or repair action. Timestamps, status, and the affected company/location help distinguish data freshness from policy, eligibility, or checkout-resource issues.

Data is stale or does not match Shopify

• Identify the shop, company, location, currency, and order or draft involved.
• Compare B2B Marshal's latest update/sync timestamps with the Shopify change time.
• Allow the app's webhook-driven refresh and scheduled background reconciliation to process recent company, order, refund, payment, or draft changes.
• Confirm whether read_all_orders is granted when older records are involved.
• Keep Shopify lifetime totals separate from B2B Marshal tracked metrics.
• If the timestamps remain stale or the discrepancy persists, record the initial evidence and contact support. Merchant-facing manual company/location reconciliation is not part of the current release.

Checkout control did not apply

• Confirm the checkout is a Shopify B2B checkout for the expected company and location.
• Confirm the company is tracked and not archived or missing from Shopify.
• Review the effective company/location policy and whether the location inherits or overrides it.
• Confirm the current B2B Marshal plan and independent Shopify eligibility.
• Open Settings and repair any required checkout resource marked missing, disabled, pending, failed, or drifted.
• Confirm the compact projection is active; untracked or missing projections fail open.
• Test a cart that clearly crosses the threshold and one that clearly does not.

Payment action did not apply

Confirm the payment label exactly matches Shopify checkout. Hide payment methods does not remove stored payment terms. Require payment now requires Pro and Shopify Plus and does not apply to unsupported checkout contexts such as subscription selling plans.

Draft review did not appear

Send to draft review requires Pro and Shopify Plus B2B. Only drafts attributed to B2B Marshal's review action receive its tag, note, and app-owned review metadata; ordinary drafts created directly in Shopify admin are not treated as app-routed reviews.

Tiered discount did not apply

• Confirm the effective company/location discount bundle is enabled and the location is inheriting or overriding the expected complete policy.
• For an order tier, compare the eligible subtotal with the tier minimum. For an item tier, confirm whether Product scope should combine variants or Variant scope should evaluate them separately.
• Confirm the cart crosses the intended tier and that the saved percentage or fixed benefit belongs to that ladder.
• If Exclude markdown items is enabled, a line with a higher compare-at unit price does not count toward either ladder and does not receive either discount.
• When both ladders qualify, verify both operations and review Settings for discount-stacking choices or checkout-resource drift.

Billing or capacity issue

Refresh store data and confirm the active B2B Marshal plan in Settings. On a downgrade, overflow companies become Not tracked and stop receiving checkout enforcement while saved history and policy remain.

If the issue remains, contact B2B Marshal support with the shop domain, company/location, affected order or draft number, currency, approximate time with timezone, expected result, actual result, and screenshots. Never send access tokens, passwords, cookies, card data, or other credentials.