Frequently Asked Questions

Have questions about OrderPilot? This article covers the questions we hear most often, grouped by topic, so that you can find the answer quickly. Each answer links to the article with the full details.

Getting Started

What does OrderPilot cost?

OrderPilot has a single plan, OrderPilot Professional, at $60 per month for each active location in your Shopify store. For example, a store with three active locations pays $180 per month. New stores get a 14-day free trial, and Shopify bills the subscription on your regular Shopify bill. See Why Use OrderPilot? for what's included.

How do I install OrderPilot?

Visit the OrderPilot page on the Shopify App Store, click “Install”, and approve the permissions. On the Get started with OrderPilot screen, click “Start 14-day free trial” and approve the subscription. See Installing OrderPilot for the full walkthrough.

Does OrderPilot work with all Shopify plans?

Yes. Every feature works on every Shopify plan, with one exception: deposits and manual partial payments require Shopify Plus. See Payments, Deposits & Refunds for how payments work on each plan.

What does OrderPilot set up when I install it?

OrderPilot imports your Shopify locations and the vendor names already used on your Shopify products. It also adds starter data: default order statuses, a few options and an order attribute, a Default Category, a Default Vendor, a First Custom Template, and ready-made custom fees. You can edit or replace all of it. See Installing OrderPilot.

Does OrderPilot change my online store theme?

No. OrderPilot runs inside the Shopify admin and Shopify POS. It only appears on your online store if you add its storefront blocks, such as Add to Quote or the quote cart, yourself in the theme editor. See My Orders & Order Tracking.

What is the difference between the web app and the POS extension?

The web app, inside the Shopify admin, handles the full workflow: quotes and orders, the review queue, purchase orders, receiving, and settings. The POS extension is built for the showroom floor, where staff create and edit quotes and orders, take deposits, show a QR code for signing, and print receipts. Both work on the same records. See the POS Overview.

Does the free trial restart if I reinstall the app?

No. The 14-day free trial is available once per store. If you reinstall after using it, your subscription starts without a trial.

Home & Navigation

Does Home show figures for all my locations?

Yes. Home and Analytics always show figures for your whole store, whatever the location filter is set to. The location filter changes the Quotes, Orders, Review, and Purchase Orders lists. See Home & Navigation.

Where is Analytics?

Analytics is listed in the Shopify admin sidebar under OrderPilot, not in OrderPilot's own navigation bar. The same figures also appear on Home, under How you are tracking. See Analytics.

Why can't I see other staff members' quotes or orders?

The Quotes and Orders lists open filtered to your own records, with a chip such as Salesperson: Priya Shah. Click the ✕ on the Salesperson chip, or click “Clear all”, to see everyone's records. If records are still missing, check the location filter in the navigation bar. See Find Quotes/Orders.

Settings

Where did the General tab go?

Settings is now one page with a menu on the left, grouped under Orders and quotes, Catalog, Purchasing, and Shop. The old General tab settings moved to Review rules, Order defaults, Business details, PO defaults, and Advanced. Use “Search Settings” in the navigation bar to find any setting by name. See the Where Did It Move? table.

Where did the Product Templates tab go?

Product templates now have their own page. Click “Products” in the navigation bar, then click “Add template” to create one. See Create Product Templates.

Where did the Custom Attributes tab go?

It was split in two. Fields on product lines, such as Fabric or Wood Finish, are now Options, under “Settings” in the Catalog group. Fields on the whole quote or order, such as a requested delivery date, are now Order attributes, in the Orders and quotes group. See Create Options and Order Attributes.

Why does the app say "Supplier" instead of "Vendor"?

Your shop can rename "Vendor" to its own term. The setting is Vendor Label Terminology, under “Settings”, then “PO defaults” in the Purchasing group. The web app then uses your term on menus, forms, and purchase orders, while Shopify POS always says "Vendor". See Create Vendors.

Do settings apply only to me?

No. Settings apply to your whole store. A change you save applies to everyone on your team, in the admin and on POS. See Settings Overview.

What does Reset settings do?

“Reset settings”, in the Danger zone card under “Settings”, then “Advanced”, returns all of OrderPilot's settings to their defaults. It doesn't delete your quotes, orders, products, options, or vendors. This can't be undone. See Settings Overview.

Brands & Locations

Do I need brand grouping?

No. Brand grouping is optional. If all your locations trade under one name, leave it off and work with a simple list of locations. Turn it on under “Settings”, then “Advanced”, only if you run locations under different brand names. See Brands & Locations.

Can a location belong to more than one brand?

No. A location can belong to only one brand at a time. Moving it to another brand removes it from the first one. See Brands & Locations.

A new Shopify location isn't showing in OrderPilot. What should I do?

OrderPilot picks up location changes from Shopify automatically. If a location still looks out of date, go to “Settings”, select “Locations” in the Shop group, and click “Sync from Shopify” (or “Sync Locations” with brand grouping on). Only Active locations can be used on quotes and orders. See Brands & Locations.

Categories, Vendors & Options

How many levels deep can categories go?

Categories can be nested up to 3 levels deep, for example Living Room, then Sofas. Most stores need only two. See Create Categories.

Do categories decide which options a product shows?

Not anymore. Each product template has its own Options card, and that's where you choose which options it offers. Categories group your templates and can carry their own terms & conditions and warranty rules. See Create Product Templates.

Can I delete an option?

No. Options can't be deleted, because past orders still need their wording and prices. Archive the option instead: it's removed from every template and bundle and stops appearing on new orders. You can restore it from the Archived tab. See Create Options.

Can I change an option's type after creating it?

Yes. Changing a Dropdown or Swatch to a type without values, such as Text, removes its values when you save, and OrderPilot asks you to confirm first. Orders already placed keep the wording and price they were sold with. See Create Options.

How do I use the same options on many templates?

Put the options in a bundle, under “Settings”, then “Options”, on the Bundles tab. Every template that follows the bundle picks up its options, values, and rules, and changes to the bundle reach all of them. See Create Options.

What is the difference between options and order attributes?

Options describe one product line, such as the fabric on a sofa, and can change its price. Order attributes belong to the whole quote or order, such as delivery access or a designer's name, and never change the price. See Order Attributes.

What happens if I make a vendor inactive?

Inactive vendors aren't offered on new orders or when adding vendors to a template. Templates that still list the vendor show it as "(inactive)". If all of a template's vendors are inactive, the template can still go on an order, and the line shows that it has no vendor until one is chosen. See Create Vendors.

Product Templates & Shopify Products

When does OrderPilot create a product in Shopify?

Only in three cases: when you activate a product template (one product per template), when an option with inventory tracking is used on an active template (one add-on product per option), and when you receive units on a purchase order line set to Create stock (one product for that exact configuration). Saving a quote or order never creates a Shopify product. See Products & Shopify Sync.

Why don't my template products show on my online store?

The Shopify products OrderPilot creates are published to Point of Sale only, not to your online store. Customers can still request a quote for your templates through the storefront quote blocks. See Products & Shopify Sync.

A sales rep can't see a template I just created. What should I check?

New templates start as a Draft, and drafts can't be added to orders. Click “Activate” in the template editor. Then check Template visibility under “More details” to make sure it includes the rep's location. See Create Product Templates.

What happens if I deactivate or delete a template?

Deactivating sets the template back to Draft and archives its Shopify product. Deleting removes the template, and its Shopify product is archived, never deleted. Either way, orders and quotes that already include it don't change. See Create Product Templates.

Does Manual Review on a template affect every order that uses it?

Yes. Any quote or order that includes a template with Manual Review turned on starts as Pending Quote or Pending Order and waits in the review queue. Manual Review is in Template details, under “More details”. See Review Quotes/Orders.

A template shows Sync failed. How do I fix it?

Hover over the Sync failed badge, or open the template, to see the reason Shopify gave. Fix the cause, then click “Sync to Shopify” at the top of the template editor. See Products & Shopify Sync.

Shopify POS

Which tiles does the POS extension add?

OrderPilot adds four tiles: Create Quote, Create Order, Orders & Quotes, and Print Receipt. You choose which ones to add to the smart grid at each location. See the POS Overview.

Why don't the OrderPilot tiles appear on the POS home screen?

A store admin needs to add them to the POS smart grid. In your Shopify admin, go to Point of Sale, then Settings, then POS app, add the OrderPilot tiles to a smart grid template, and assign it to your locations. You can use different templates for different locations. See the POS Overview.

Why are some products missing from the POS product picker?

If Hide out-of-stock products on POS is on, under “Settings”, then “Order defaults”, Shopify products with no stock at the register's location are left out of the picker and out of barcode scans. The picker also only lists products that are active and published to the Point of Sale sales channel. See the POS Overview.

Can I add a discount on POS?

Yes. Tap “Add” next to Discount in the summary, choose Fixed Amount or Percentage (%), and enter a Reason for discount. A POS discount applies to products and fees. Fee discounts and extended warranty plans can only be added in the web app. See Create Quotes/Orders on POS.

Why do I get an error when I tap Take Deposit?

Most messages mean the quote or order is still being sent to Shopify, so wait a few seconds and tap “Take Deposit” again. If POS says the sync failed or the record isn't in Shopify yet, open it in the web app and choose “Retry Shopify Sync” from the ••• menu. Take Deposit doesn't appear on a draft, and it's greyed out when the Balance due is $0.00. See Collect Payment.

Why can't I edit an order on POS?

The screen always says why. The order may be in a status with Disable Edit turned on, an item may already be on a purchase order, or someone may have saved the same order in the web app while you had it open. Ask an admin to make the change in the web app if it's needed. See Edit Quotes/Orders on POS.

Do quotes created on POS show up in the web app?

Yes. A quote or order saved on POS is the same record your back office opens in the web app, and changes on either side show on the other. See the POS Overview.

Creating Quotes & Orders

What is the difference between a quote and an order?

A quote is a price you send the customer to review and sign before they commit. An order is a sale the customer has already agreed to. Both are built on the same screen, and the Mark as Quote switch decides which one you create. If you're unsure, start with a quote. See Create Quotes/Orders.

How does a quote become an order?

Set Quote Status to Order in the Quote Settings card and save. A quote also becomes an order on its own when the customer has signed it and paid (in full or a deposit). The record keeps its number, lines, and history, and moves from the Quotes list to the Orders list. See Create Quotes/Orders.

Why is the Create Quote button greyed out?

Create Quote (or Create Order) needs at least one product, a customer, a selected location, a price on every line, every required option filled in, and a vendor on every line if your shop requires vendors. Hover over the button to see what's missing. On POS, the message appears right under the button. See Create Quotes/Orders.

Why is the Requires Review switch greyed out?

On the create screen, Requires Review is set for you, based on Default review flag in “Review rules” and on any template marked for Manual Review. You can change the flag later on the quote's own page, unless Require review for all orders is on. See Create Quotes/Orders.

Can I add several products to one quote?

Yes. Add as many lines as you need, mixing product templates and regular Shopify products, and add delivery or installation as fees in the Fees card. See Create Quotes/Orders.

Editing, Locks & Shopify Sync

Can I edit a quote after the customer has signed it?

Yes. Any change the customer would see, such as a price, quantity, option, fee, or discount, clears the signature, and the Sign badge changes to Re-Sign. Click “Request signature” to send the updated version. See Edit Quotes/Orders.

Why is my order locked, and what is Force Edit?

Statuses with Disable Edit turned on lock the record, and by default that includes Order and every status after it. To make an unavoidable change, click “Force Edit” in the Editing disabled banner, then “Enable Force Edit”. A line that is already on a purchase order has its own lock, which you open with “Enable edit” on the line. See Edit Quotes/Orders.

A quote shows Shopify Sync Failed. What should I do?

Hover over the badge to see the reason. Then click the ••• button at the top of the page and choose “Retry Shopify Sync”. The same option recreates the Shopify draft if a record shows a red Deleted badge. Use the Shopify sync: Failed to sync chip on the Quotes and Orders lists to find every affected record. See Edit Quotes/Orders.

Can I undo a change to a quote or order?

Yes. Every save is recorded in the Activity card. Click a change entry, then “Restore this version”, and confirm. The restore is saved as a new version, so nothing is lost. See Edit Quotes/Orders.

Can I delete a quote or order?

You can delete a quote with “Delete Quote” in the ••• menu, as long as it has no Shopify order, no payments, and no refunds. Orders can't be deleted. If an order shouldn't go ahead, move it to a status such as Rejected instead. See Order Actions & Documents.

Reviewing Quotes & Orders

How does a quote end up in the review queue?

A quote or order that includes a template with Manual Review turned on starts as Pending Quote or Pending Order and waits on the Pending tab. When Default review flag is on, or someone turns on Requires Review, the record is flagged but keeps its Quote or Order status. See Review Quotes/Orders.

Is there still an Approved status?

No. Approving a quote sets its status to Quote, and approving an order sets it to Order. See Review Quotes/Orders.

Why is the Approve button greyed out?

Hover over it to see the reason. Most often, one or more lines have no vendor, so open the record, choose a vendor for each line, and save. If the record never reached Shopify, fix the problem and use “Retry Shopify Sync” first. See Review Quotes/Orders.

Can a rejected quote be reinstated?

Yes. A rejected record can still be approved later from the Rejected tab of the review queue. While it's rejected, its sign link stops working. See Review Quotes/Orders.

Can I add a comment without approving or rejecting?

Yes. Click “Add Comment” in the review window, or in the Activity card on the record. Comments are internal, never reach the customer, and don't change the status. See Order Actions & Documents.

Can I review orders on Shopify POS?

No. The review queue is only in the web app. Go to “Review” in the navigation bar to approve, reject, or request changes. See Review Quotes/Orders.

Order Statuses

Which statuses can customers see?

Customers see only statuses with Visible to Customers turned on. Any other status shows as In progress on their My orders and tracking pages. See Create Order Statuses.

Which statuses change on their own?

OrderPilot moves orders automatically when they're approved in review, when their purchase orders are sent, when goods are received, and when Shopify reports them fulfilled or delivered. Your custom statuses, such as In Production, are set by your team. See Create Order Statuses.

Can I delete a status that orders are using?

You can delete a custom status, but move any orders that use it to another status first. Built-in system statuses can't be renamed or deleted. To retire a custom status without deleting it, turn off Active Status. See Create Order Statuses.

Signatures & Payments

Do sign links expire?

No. A sign link keeps working, even after the Valid Until date printed on a quote. Valid Until is 30 days after the quote was created and is for the customer's information only. A rejected quote's sign link stops working. See Sign Quote/Order.

Does the customer need to sign before paying?

No. Signing and paying are separate steps. However, a quote that is both signed and paid becomes an order automatically. See Request Signature & Payment.

Can a customer sign on their phone?

Yes. The signing page works in any modern browser, and no account is needed. Customers can Draw their signature with a finger, Type their name, or Auto-Generate a signature. In the showroom, tap “Show QR to Sign” on POS and let them scan it. See Sign Quote/Order.

Why can't my customer pay?

If Customers can pay only after payment is enabled on the order is on, customers see "Thanks. We'll let you know when this is ready for payment." instead of a pay button. Click “Enable payment” on the quote, or send a payment request or copy the invoice link, which also turns payment on. Payments your staff collect themselves are never blocked. See Request Signature & Payment.

Why does my customer see Contact store to pay?

Contact store to pay means no checkout link is ready yet, which usually means the order hasn't finished reaching Shopify. Open the quote or order in the web app. If it shows a sync problem, choose “Retry Shopify Sync” from the ••• menu, then send the payment link again. See Pay for Quote/Order.

Do deposits require Shopify Plus?

Yes. Payment terms with + Require deposit, and recording a partial payment by hand, need Shopify Plus. On other plans, the deposit option doesn't appear, and Collect payment records the full remaining balance. See Payments, Deposits & Refunds.

How does a customer pay the remaining balance?

They can click “Pay Remaining Balance” on their My orders page or on the order tracking page. You can also send a new payment request from the web app, or your staff can take the rest in the showroom with Take Deposit on POS. See Pay for Quote/Order.

Does the payment status update when a customer pays online?

Yes. Online payments are recorded on the quote or order automatically, and the payment badge and Balance Due update. Payments taken another way, such as cash or check, are recorded with Collect payment. See Payments, Deposits & Refunds.

Can I refund a customer from OrderPilot?

Refund Payment in the ••• menu records a cash refund that you hand back yourself. It doesn't send money back to a card. To refund a card payment, refund it from the order in your Shopify admin. See Payments, Deposits & Refunds.

Purchase Orders & Receiving

Why can't I create a purchase order for this order?

Hover over “Create PO” to see the reason. The order must be in a status with Eligible for Purchase Orders turned on (by default Quote, Order, and Partially Sent to Vendor), every line needs a vendor, and the order must be saved. Lines already on a purchase order, or excluded from purchase orders, aren't offered again. Use “Manage PO” on a line to include an excluded item. See Purchase Orders from an Order.

What does Skipped Vendor mean in the PO Workbench?

Lines with no vendor are collected on a Skipped Vendor card with a No Vendor badge. That card can't be selected. Assign a vendor to those lines on the order, save it, and return to the workbench. See Create Purchase Orders.

What happens if I select several vendors in the PO Workbench?

OrderPilot creates one draft purchase order per vendor, each with its own PO number. You can still edit the drafts before sending them. See Create Purchase Orders.

Can I edit a purchase order after it's created?

Draft purchase orders can be edited with “Edit items”. Once a PO is sent, its items are locked, except that you can still attach an order line to it from the order's Manage PO window. You can also correct its costs with “Force edit costs”. A sent PO can be cancelled only while nothing has been received or rejected on it. See Create Purchase Orders.

Why is Send to vendor greyed out?

The vendor probably has an enforced order minimum that the PO doesn't meet yet. A banner on the PO explains the shortfall, and you can click “Edit items” to add more. If the vendor has no email address, OrderPilot offers “Mark as sent” instead of emailing. See Create Purchase Orders.

Why didn't my Shopify inventory change after receiving?

It depends on the line. Product template lines set to Do not create stock, the default, don't change Shopify inventory: they only move the customer's order forward. Shopify catalog products, stock-tracked options, and template lines set to Create stock add units at the PO's Fulfillment Location. If a stock update failed, the PO shows a Stock not updated in Shopify banner with a “Retry” button. See PO Inventory & Stock.

When does an order move to Ready to Ship?

When every line on the order has been fully received. If only some units have arrived, it moves to Partially Ready to Ship. An order with lines that never go on a purchase order stops at Partially Ready to Ship, so change its status yourself when it's ready. See Receive PO & Fulfill Orders.

When does an order move to Sent to Vendor?

When its purchase orders are sent. An order whose lines are all on sent POs moves to Sent to Vendor, and one with only some lines on sent POs moves to Partially Sent to Vendor. Draft POs don't move the order. See Create Purchase Orders.

Emails & Notifications

Why aren't my customer emails sending?

First, check the Set up email sending checklist under “Settings”, then “Email settings”. Your sending domain must be verified with the DNS records OrderPilot shows, and sending must be turned on. Also check that Send customer emails is on in the Notifications tab, and that the email group has a published template. Moving an order to Draft never sends an email. See Email Settings & Notifications.

Are salespeople copied on customer emails?

Yes. The salespeople on an order are copied (Cc) automatically on its customer emails, so they stay on the thread when the customer replies. You can copy more people under Also copy these addresses on the Notifications tab. See Email Settings & Notifications.

How do I stop a status from emailing customers?

Remove the status from its email group. On the Emails tab of Email settings, click the ⋯ button on the group card, select “Choose when to send…”, and untick the status. See Email Settings & Notifications.

Salespeople & Warranty

Why can't I change the salespeople on a quote?

Only the store owner and staff with Can manage attribution can change salespeople. If you don't have it, the Salespeople card shows a lock icon. Ask the store owner, or a colleague who has the permission, to tick it for you under “Settings”, then “Staff permissions”. See Salespeople & Staff Permissions.

How is sales credit split between salespeople?

Credit is always split equally between everyone selected, for example 50% each for two people. A record can credit up to 10 salespeople. See Salespeople & Staff Permissions.

When does warranty cover start?

Cover starts when the item is delivered, not when it's ordered or shipped. Extended warranty plans can only be added in the web app. See Warranty & Serial Numbers.

Billing, Support & Troubleshooting

How do I cancel my subscription, and what happens?

Go to “Settings”, select “Billing” in the Shop group, click “Cancel subscription”, and confirm with “Yes, cancel”. Cancellation takes effect immediately: you lose access to OrderPilot right away, and any remaining trial days are forfeited. Your Shopify orders stay in your store, but download any documents you want to keep first. See Settings Overview.

What happens to my data if I uninstall the app?

Your Shopify orders, customers, and products stay in your Shopify store. If you plan to reinstall later and need your OrderPilot setup, such as templates, statuses, and vendors, contact support before you uninstall. Download any purchase orders, quotes, or invoices you want to keep.

What should I do if the app isn't loading?

Refresh the page first. If it still doesn't load, clear your browser cache and cookies, then sign out of the Shopify admin and back in. If the problem continues, contact support with a description of what you see and any error messages.

How do I contact Bevy support?

Email the Bevy support team at support@bevycommerce.com. We're available during EST business hours. Reach out if you need help with setup or troubleshooting, or if you have any questions about the app.