Something still isn’t working

If you have worked through the guide for your specific symptom and the problem is still there, the fastest way to get it sorted is to report it with enough detail that it can be reproduced.

Before you report it

Collect these. Most questions we would ask you are answered by them:

• The purchase order number, as it appears in PO Autopilot.
• How the order arrived — uploaded, described, or emailed in.
• The source document, if you have it. You can download it from the order’s review screen.
• What you expected to happen, and what happened instead.
• The exact message shown on screen, if there was one. The wording matters: “Shopify delivery options could not be reached” and “No delivery options are available for this address” are different problems.
• Roughly when it happened, including the date.

Check these first

Two things account for a large share of reports and are worth ruling out:

• The order is still processing. Reading a document usually takes a few seconds, but a large scan or a busy moment can take longer. The order shows a processing state until it is ready to review.
• Shopify itself is having a problem. PO Autopilot reads your catalogue, delivery rates and payment terms live from Shopify. If Shopify is degraded, matching and draft creation fail in ways that look like PO Autopilot faults. Check the Shopify status page.

Getting in touch

Use Contact in PO Autopilot. It opens the current support form in a new tab so you can send the details directly to the founder.