Troubleshoot COM Inbound for Shopify

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The application does not open

Open COM Inbound from Apps in Shopify Admin. Do not navigate directly to an authentication URL or enter a shop domain on a third-party page.

If the embedded page remains blank, refresh Shopify Admin once. If the problem continues, contact Support with the approximate time and a screenshot that contains no personal or confidential information.

An order is not available

COM Inbound intentionally searches available orders from the most recent 60 days. Confirm that:

• the order exists and is recent enough;
• it has not been cancelled;
• it is not already being tracked;
• the application still has the View orders permission.

Try searching by the order number or clear the search to browse recent orders.

Approval is unavailable

Check the message shown above the approval action. Approval remains unavailable when:

• no receipt has been recorded;
• a receipt has not been inspected;
• the latest receipt says more material is expected;
• accepted quantity is below expected quantity;
• a shortage, damage, or mismatch issue is unresolved.

Resolving an issue is separate from approving the material.

Production ready disappeared

Production-ready status is removed when a material is reopened or rejected, a blocking issue appears, the Shopify order is cancelled or unavailable, or COM Inbound cannot safely verify the current order state.

Shopify order status cannot be verified

COM Inbound may continue to show its saved material history, but it disables production readiness until Shopify order state can be checked successfully. Refresh later rather than relying on a stale ready indicator.

A material needs to be changed

Expected material details can be edited before the first receipt. A material can be deleted only before it has receipts. After a decision, use Reopen material with a reason before recording more activity.

Sensitive information was entered

Delete the eligible case where the application allows it or contact Support. For a customer privacy request, follow the merchant’s normal Shopify privacy process so the appropriate Shopify privacy request can be delivered.

Customer privacy requests

For a data-access request, open Settings → Customer privacy requests and select Download request JSON. Stay signed in to Shopify while downloading. Exports are available for up to 30 days; handle downloaded files through your store’s privacy process. Expiry or deletion in the App does not remove copies already downloaded to your device. If downloading fails, refresh Settings and try again.