Updated Apr 8 2022: We tested a solution on some stores and saw a significant decrease in the number of orders missing customization. Therefore, we have officially released the feature to recover missing customization on all stores. If a customer added to cart through Teeinblue form, but somehow lost the customization, Teeinblue can now automatically recover this customization.

After the update on Apr 8, 2022, if you see a blank order without any information in Teeinblue (or an order without "customization_id" in Shopify), then this order might be placed not through Teeinblue form and cannot be recovered, unfortunately.


When customers place an order with teeinblue product, the order item will be attached with a customization (the data which customers personalize). So normally, in a valid order, it will have a customization ID under each order item.

teeinblue orders always have customization_id

If an order item doesn't have this line, it means that the order item has an error and cannot sync to Teeinblue.

Order item doesn't include customization_id

Fact
This issue happens randomly and unpredictable.
The probability of this problem is about 0 - 1%.
Orders missing customization_id can NOT recover its customization, so you need to contact your customers to ask what they personalize.
Orders missing customization_id are NOT recognized as teeinblue orders, therefore they won't be counted in your teeinblue's free orders or usages.

Possible Reasons
Customers click on Add-to-cart button before personalization form is loaded:
Shopify always load theme's content before app, therefore there's a little delay for Teeinblue to load the personalization form (normally 0.5 - 1s for first visitors, 0.1 - 0.5s for users in the same location) . Your customers might somehow click on the theme's original Add-to-cart button before the form is loaded, so no customization created.
→ Please contact our support team to help you check your product page. We can help you show a loading icon and hide the theme's content on teeinblue's product page.

Customers add to cart from another app
There can be an Add-to-cart button from a 3rd-party app (eg. sticky add-to-cart bar, quick view, upsell app, frequently bought together,...).
→ Please hide all extra buttons not from teeinblue but can lead to add to cart or checkout on teeinblue's product. You can contact our support team to help you check your store.

Redirect problem from 3rd-party payment to Shopify:
If your store is using a 3rd-party payment, not Shopify Payment, then customers usually are redirected to the payment gateway when checking out. After paying, customers will be redirected back to Shopify and will see the Order confirmation page. Sometimes there might be a problem when redirecting to Shopify that might lose the customization.
→ This cause is unconfirmed, but we see some common payment gateway (3-5%) caused the problem.

Other reason: investigating

Solutions

This issue does not have a complete solution yet.

Updated Apr 8 2022: We tested a solution on some stores and saw a significant decrease in the number of orders missing customization. Therefore, we have officially released the feature to recover missing customization on all stores. If a customers added to cart through Teeinblue form, but somehow lost the customization, Teeinblue can now automatically recover this customization.

After the update on Apr 8, 2022, if you see a blank order in Teeinblue (or an order without "customization_id" in Shopify), then this order might be placed not through Teeinblue form and cannot be recovered, unfortunately.

From our end, we investigated and tested all aspects, including:
SDK (storefront) loading → ✔️ working normally.
Add to cart → ✔️ still have customization_id in cart & checkout.
Place order → ✔️ working normally.
Our server performance → ✔️ working normally.

Unfortunately this issue happens randomly and we couldn't reproduce this issue. It seems to depend on other factors outside of our control, hope you understand for us.
We will continue to monitor and try several methods to address and solve it, hope we will find its root cause soon.
If you have any clue about this issue, please reach out to our support team.
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