Common issues & fixes

👤 Ops (with 🛠 Dev notes)

Work top-to-bottom: check the likely cause before escalating. Links point to the relevant detail page.

A battery doesn't show as compatible

Likely cause: the product's SKU doesn't match the fitment data.

• Confirm the product is active and the variant SKU exactly matches the fitment SKU.
• Confirm the vehicle's fitment list (from the API) actually includes that battery.
• See the battery products checklist.

NO batteries show for ANY vehicle

This is different from one battery missing — if every vehicle returns zero batteries, the problem is usually the Shopify connection, not the products.

Likely cause: the API enriches fitment results with Shopify product data, which needs the shop connected via the Shopify app (OAuth). If that connection is lost, the parts lookup fails and nothing appears.

• This is a developer/API matter — escalate. See The backend API and Escalation.

Vehicle lookup returns nothing / errors

Likely causes:

• The rego or state is wrong → ask the customer to re-check.
• The API is unreachable or debug mode is wrongly on/off → the store may be pointed at the wrong backend. Check the debug-mode setting and window.theme.api.base.
• API outage → escalate (see Escalation).

Installation slots won't load / booking fails

Likely causes:

• The installation-service product was deleted, unpublished, or its variant changed → restore it or repoint the theme setting.
• The scheduling API is unreachable → escalate.
• No availability for the area → confirm the calendar has open slots.

Customer paid but the appointment wasn't confirmed

Symptoms: the customer completed payment but got no confirmation email, and the slot isn't booked in the installer's calendar.

Likely cause: Shopify's order_paid webhook didn't reach the API, so the booking was never confirmed — and unconfirmed reservations are auto-released after ~1 hour.

• Act quickly. Note the order and its _Order ID.
• This is a developer/API matter (webhook configuration/health) — escalate. See Installation booking and Escalation.

An order is missing booking details / Order ID

Likely causes:

• The customer added the battery without going through the booking flow (a plain purchase) → expected; there's no appointment.
• A mismatched/blank Order ID across the two line items → treat as an exception and check with the office/developer. See Reading orders.

Delivery or installation shown wrongly for an area

Likely cause: the area's postcode_capabilities metaobject is missing or has the wrong delivery / installation_service values.

• Check Shopify Admin → Content → Metaobjects → Postcode capabilities for that postcode and fix the entry — this is admin-editable, not a code change. See Delivery zones and the postcode capabilities appendix.
• If no entry matches the postcode at all, the backend can't enrich it — raise it with the backend team. See Escalation.

Tracking/analytics not recording

See Verifying tracking for the full checklist. Quick checks: pixel installed under Settings → Customer events, container GTM-T7Z4P3GQ, triggers match normalized event names.

The live store behaves strangely for real customers

Check debug mode first.