Troubleshooting and safe recovery

Customer cannot open the portal

• Confirm Opus is still installed and the app proxy is active.
• Use the store-domain /apps/resolve URL, not the Railway URL.
• If a theme changed, enable the app embed or app block in the published theme and select Save.
• Try the portal in a private window to rule out a stale storefront cache.
• If the page loads but buttons do not respond, record the time, store domain, browser, and visible console error for support.

No eligible items appear

• Confirm the order is fulfilled and inside the configured window.
• Check prior Opus requests, Shopify returns, refunds, and already-returned quantities.
• Check product, variant, tag, type, SKU, order-tag, discount, country, and request-count exclusions.
• Confirm the checkout email and order number belong to the same order when using guest lookup.
• Use an explicit order-number override only when your policy permits the exception.

A Shopify action failed or became ambiguous

1. 1

   Open the original Shopify order

   Look for the return, refund, credit, draft order, completed order, fulfillment order, invoice, and timeline entry named in the Opus error.

2. 2

   Wait for the safety window

   Reconciliation becomes available after five minutes because the original operation may still be finishing.

3. 3

   Choose the verified result

   If found, paste the complete gid://shopify/... resource ID and record what you checked. If definitely not found, document the check and unlock one explicit retry.

4. 4

   Retry only when unlocked

   Use the normal action button once. Keep the Shopify order open so you can verify the result immediately.

When contacting support

• Include the shop domain, Opus request number, Shopify order number, approximate time, current status, and the exact visible error.
• Explain what you expected, what happened, and whether Shopify shows a matching resource.
• Do not send passwords, access tokens, card details, full customer exports, or unrelated personal information.
• For a consequential operation, stop before another retry until support or your Shopify check confirms the first result.