Not receiving customers' engraving text in their orders

Technical Q&A

Topic summary

A Shopify store owner urgently reports that customer engraving text isn’t appearing in orders, despite customers filling in the input field. The issue involves custom product personalization functionality.

Technical Context:

  • The store has implemented an engraving text input field using custom code
  • Code snippet shows: <input type="text" name="properties[engraving]" maxlength="100" id="engraving">
  • The input field appears within the product form near buy/cart buttons

Troubleshooting Attempt:

  • One responder asks whether the code is properly placed inside the “form” element around the buy/cart buttons, as proper form structure is critical for data submission
  • The original poster shares code snippets but remains uncertain about the exact placement

Proposed Solution:

  • A third participant recommends using the Easify Product Options app (free plan available) as a no-code alternative
  • The app automatically captures customer input and displays it on order pages
  • Additional features include font selection and live preview capabilities

Status: The root cause hasn’t been definitively identified. The discussion suggests either a form structure issue or the need for a more reliable app-based solution.

Summarized with AI on November 16. AI used: claude-sonnet-4-5-20250929.
1

URGENT!

I used the below coding for customers too add their text for engraving.
I know customers have typed and filled in the box, but im not receiving the text in their orders.

Do you know why? and where can I find what they typed?!!

Thank you so much
2

Hi @estherfung

Have you placed this inside your “form” element around the cart/buy buttons? This is where it should be.

3

Thank you soooo much for your reply!!

I’m not sure. this is what its showing above and below it. How else can I find out?

{%- endfor -%} {% render 'icon-caret' %} {%- when 'buy_buttons' -%}

Your Greetings

{%- form 'product', product, id: product_form_id, class: 'form', novalidate: 'novalidate', data-type: 'add-to-cart-form' -%}
{%- if product.selected_or_first_available_variant.available -%} {{ 'products.product.add_to_cart' | t }} {%- else -%} {{ 'products.product.sold_out' | t }} {%- endif -%}
<svg aria-hidden="true" focusable="false" role="presentation" class="spinner" viewBox="0 0 66 66" xmlns="[http://www.w3.org/2000/svg](http://www.w3.org/2000/svg)"
4

Thank you so much for your reply!!
I’m not sure. This is what its showing above and below. How else can I find out?

{%- endfor -%} {% render 'icon-caret' %} {%- when 'buy_buttons' -%}

Your Greetings

{%- form 'product', product, id: product_form_id, class: 'form', novalidate: 'novalidate', data-type: 'add-to-cart-form' -%}
{%- if product.selected_or_first_available_variant.available -%} {{ 'products.product.add_to_cart' | t }} {%- else -%} {{ 'products.product.sold_out' | t }} {%- endif -%}
<svg aria-hidden="true" focusable="false" role="presentation" class="spinner" viewBox="0 0 66 66" xmlns="[http://www.w3.org/2000/svg](http://www.w3.org/2000/svg)"
5

Hi @estherfung ,

To create a custom field for Engraving Text without any coding, I recommend using the Easify Product Options app (free plan available). Setting it up takes just a few minutes, and the text your customers input will seamlessly appear on the Order page.

Additionally, this app offers advanced features, such as the ability for customers to select the font for their engraving text and preview it with their chosen font.

It’s user-friendly and packed with useful features. Why not give it a try? :hugs:

EasifyAppsZoe_0-1696532103511.png
EasifyAppsZoe_0-1696532103511.png1880×1346 234 KB