Support
A real person reads these. If something is wrong with an order that is going out today, say so in the subject line and it goes to the top.
Setting up for the first time? The setup guide walks through every step.
Before you write
Two things make almost any problem faster to solve: your shop’s myshopify.com address, and an order number it happened on.
Common questions
- Nothing is printing.
- Open Settings → Printing. It shows the four printing steps and marks the one that needs attention. Most often that’s the shop computer asleep or PrintNode closed on it; its printers stay listed, marked offline. A ticket that didn’t print shows “Print failed” with PrintNode’s reason. Also check your PrintNode plan: the free one covers only 50 prints a month. See printing tickets.
- An order didn’t print by itself.
- Counter sales with no delivery or pickup, cancelled orders, edits to orders more than a day old, and orders from before you installed don’t print automatically. Reprint from the day’s list or the order’s page.
- An order says “Sending…” and never changes.
- The job reached PrintNode but the printer has not confirmed it. Opening the orders or run list re-checks anything queued. After 24 hours without confirmation we mark it failed rather than leave it looking hopeful, because a missing ticket is a missed delivery.
- The storefront says it cannot confirm delivery to an address.
- That means none of your zones has postal codes yet. Add them in Settings → Delivery zones; a partial code covers everything beginning with it, so
361covers all 361xx andSW1covers every SW1 postcode. - The delivery fee on my website doesn’t match checkout.
- A zone’s fee is what shoppers are quoted; Shopify charges from its own local delivery or a shipping-rate app. Settings checks each zone against what your recent orders were charged and says where they differ. See delivery zones and fees.
- Some online orders arrive with no delivery date.
- “Buy it now” and express checkout buttons (Shop Pay, Apple Pay and others) skip the delivery picker, and no app can reach them. Turn them off in your theme; Settings → On your storefront lists the orders that got through. See your online store.
- Staff can’t find Floristflow in Shopify POS.
- The Order details tile and Print ticket each need switching on once in the POS editor. See Shopify POS.
- A ticket printed the wrong details.
- Open the order from any list and edit the card message, recipient, flower notes or delivery instructions, then reprint. Edits are written to Shopify as well, so they are visible in your Shopify admin too.
- Can I stop taking orders for a day?
- Yes — “Close today” on the home page, or from the day itself. A closed day can’t be chosen on your website or at the till. A counter that keeps its own hours closes on its own. Orders already taken still show, so nothing disappears.
- How do I get my data out, or delete it?
- Email us and we will export it. Customer details come off orders automatically after 90 days, and uninstalling deletes everything we hold for your shop when Shopify’s notice arrives, 48 hours after you uninstall. See the privacy policy.
Reporting something urgent
If orders are not printing during service, email with URGENT in the subject and include your shop address. Tickets can be reprinted once the cause is fixed — nothing is lost in the meantime.