Troubleshooting Ori
What should I check first?
When Ori won’t issue, send or print something, check three things first: that Business name is set under Settings → Business, which plan your store is on (email, customer self-issue and bulk print need Standard or Pro), and, for anything automatic, the Run log under Sending → Automation. Then find your symptom below.
Why can’t I issue any documents?
Ori refuses every document while your business name is missing, and on the Free plan once the month’s 50 documents are used; the message on screen says which.
| Message | Cause | Fix |
|---|---|---|
| “You can’t issue documents until your business name is set. Enter it in Ori Settings.” | No business name | Settings → Business → Business name, or Set business name on Home |
| “You’ve reached this month’s limit of 50 documents. Changing plan lets you keep issuing.” | The month’s 50 documents on the Free plan are used | Wait for the 1st of the month, Japan time, or change plan: what counts toward the monthly document limit |
| “A rule is set not to issue this document for this order.” | A rule set to Do not issue matches the order | Change the rule under Sending → Automation |
| Every page opens on Initial setup | Setup isn’t finished | Finish it, or choose Skip setup |
| “Development store not supported” | A development or password-protected trial store | See below |
Why won’t an invoice issue for a guest order?
Ori won’t issue an invoice without a recipient name, so a guest order with no customer name is refused: “Invoices require a recipient name.” Type a name in the recipient field, or issue a receipt instead: why won’t an invoice issue for a guest order?
Why does my receipt show 10% on food?
Ori prints the tax rate Shopify charged on each order line, so food shows 10% when Shopify taxed it at 10%: the 8% rate is set in Shopify, not in Ori. Only a line taxed at exactly 8% is marked ※.
Give your food products an 8% override in Shopify (set the 8% reduced rate in Shopify), then check a test order. Documents already issued keep the rates they printed, and a reissue doesn’t change them. More: how does Ori get the 8% reduced rate?
Why don’t customers see the receipt button?
Customers see Ori’s receipt button only when your store is on Standard or Pro, Enable customer self-issue is on under Sending → Customer self-issue, and you’ve added Ori’s block in Shopify’s checkout editor: how do I add the receipt blocks to checkout?
- An unpaid order shows “You can issue a receipt once your payment is confirmed.”
- A fully refunded order shows “Receipts aren’t available for refunded orders.”
- A guest can issue a receipt for 48 hours after ordering; after that, only a signed-in customer can.
Why wasn’t my email sent?
Ori emails documents on Standard and Pro only, and skips an order with no email address, a voided document and a rule whose Send isn’t To the customer.
| What you see | Cause |
|---|---|
| “Sending email requires the Standard plan or above” | Email needs Standard or Pro; rules on other plans issue without emailing |
| “The order has no email address” | Nothing to send to |
| “Not available for a voided document” | Voided documents are never sent |
| A Held run in the Run log | The rule’s Send is Hold for review: nothing is issued or sent until you choose Issue and send |
More: why wasn’t an email sent?
Why did my automation rule stop?
An Ori automation rule stops issuing once the Free plan’s 50 documents for the month are used, and pauses itself after two failures in a row. Sending → Automation → View run log shows which.
- “You’ve reached this month’s limit of 50 documents. Changing plan lets you keep issuing.” in the Run log: nothing else tells you. Rules issue again from the 1st, Japan time.
- “Paused after two consecutive failures” on the rule: fix the cause in the Run log, then click Resume.
- “This order was placed before the rule was saved, so the rule doesn’t apply to it.”: rules act only on later orders.
More: why did my rule stop?
Why does bulk print do nothing?
On the Free plan, Ori prints documents for one order at a time. With two or more orders selected in Shopify’s Orders list, Print → Bulk print documents is refused, and Ori shows no message saying so.
- Print each order from its own page (Print → Print documents) or from its row in Ori’s Orders.
- On Standard and Pro, Bulk print documents prints up to 50 orders, or 100 documents, at a time.
- Only issued documents with a finished PDF are offered.
Why is the PDF still being created?
Ori numbers a document first and then makes its PDF. Until the PDF is ready, the page shows “Creating the PDF”, and Print and Download PDF wait.
- “Couldn’t create the PDF”: click Recreate PDF, which makes the same document again with no new number.
- If it fails again, the order may contain a character none of Ori’s fonts has, such as an emoji in a product title, or Korean, Greek or Cyrillic letters in a name. Contact support with the document number.
Why does Ori say “Development store not supported”?
Ori shows “Development store not supported” on a Shopify development store, and “Trial store not supported” on a store still on a Shopify trial whose storefront is password-protected. Use a live store on a paid Shopify plan (get started with Ori).
How do I contact Ori support?
To contact Ori support, click Contact support in the Support card on Home (or View requests, then New request), choose a Topic such as Something’s broken, write your Message and click Send request. “We usually reply within one business day.”
Include the order and document numbers and Ori’s exact message; you can attach a PDF, an image, or an Excel, Word or CSV file. The reply appears in the same drawer, with “Support replied to your request” in Ori and a note to your Reply email.
