Hi Alex,
you have hit upon a major difference there and you are absolutely correct about it. Let me explain how things really work under the hood.
The incoming order is received by Printify using a webhook and it takes its own copy of the order. At this stage, both the copies of the order become different. The orders/updated webhook event is generated when an order is edited on Shopify backend, but Printify does not recreate the order in this process after the order has been imported and your edit exists in Shopify alone. There is no warning from Shopify either since for it everything is fine – your edit was successful, but it doesn’t know about a third-party app making a snapshot of the order.
What generally happens in real life situations:
Changes made in shipping address do sometimes sync if the order is not in production status, but it is not consistent and therefore shouldn’t be relied upon. Changes in line items, variants, quantities and products additions or deletions basically do not sync at all. Cancellation is generally synced.
Either the solution people will use is to stop editing orders in Shopify once they’ve been sent to Printify. They’ll either do the edit in Printify while the order is still “on hold” or they’ll cancel the Printify order and send a new one after. But whatever approach you choose, you have to be consistent about it, because if you do both then you risk shipping the wrong thing.
If you need a safeguard, setting up a Flow to tag an order in case an edit was made is definitely an option – not pretty but works.
As for the missing warning, it needs to be fixed by Printify, as Printify is the one keeping the stale version, but it should definitely be reported to their customer support so they will have it documented. On Shopify’s side, they could consider showing an “order has connected apps” message during the edit process. Tagging the post with `product-feedback` label will ensure it gets seen by their team.
How many orders did this affect you? And did any of those orders ship incorrectly?
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- $1300 missing from Balance account with no reply's
That’s a horrible position to be in, and the silence makes it worse. A few things that might help you get traction.
First, while it might not be very exciting to rule out the possibilities here first but assuming the money has disappeared until proven otherwise, try to see if the amount in question corresponds to a payout that was put on hold, reserved, a chargeback plus its associated fee, or a refund that went through. Make sure you compare transaction history in Balance and the payouts page, because a held payout will be listed as missing money but won’t be marked as such. It is highly likely that if the amount correlates with recent orders, then the money is either reserved or held.
Second, on contacting a human. Community forum doesn’t have access to your account, which is most likely the reason for the lack of response, rather than someone ignoring you. What does work is:
First, use the help center and ask for a call-back or live chat instead of an email because emails regarding financial questions are pending for ages. Once you talk to someone, ask explicitly to escalate the case to the payment or risk team and ask for the ticket number in writing.
Third, and that is the thing most people are unaware of – Balance account is handled by a partner bank rather than Shopify. You would find the name of the bank in your account statement. That is important because it provides another channel. In case you are from the US and nothing has changed after contacting Shopify customer service, then you can submit a complaint to the CFPB about the bank where your account is kept. They have a set time frame to respond and usually that unblocks cases when tickets don’t. Another way to contact would be your state banking regulator. I’d recommend giving Shopify a chance first but remember that.
Some practical advice: note the exact amount, the date you discovered the problem, the latest transaction which you know about and all the tickets you have opened so far. That helps shorten all future discussions.
How long has it been sitting, and does the $1300 correspond to a specific payout you were expecting?
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- https://community.shopify.com/t/our-spin-the-wheel-popup-opts-in-at-9-vs-3-5-for-a-plain-form-tryin…
The difference is real and it holds true in a lot of stores, meaning that it’s not an anomaly. There are some elements that combine.
The main one here is that while a barebone form asks for a payment upfront for access to the discount, the wheel turns this around. You pay for the result by filling out the email address first – and you’re engaged in the process long before the field becomes visible. It’s the exact same transaction, but the sequence is very important.
There’s also the element of the variable reward. While the “10% discount” is predictable and easily estimated, “between 5% and 25%, perhaps even free shipping” cannot be estimated until you spin the wheel. It’s a concept behind all of the casino gambling and worth remembering as you’re planning on using it on your customers.
Third, a discount you have earned yourself means more to you than a discount that was simply handed to you without you earning anything at all. You will see this reflected in higher redemption rates for wheel codes than for plain-form codes.
Fourth, novelty. Part of this 9% is simply the fact that the offer is novel enough to catch people off guard and disrupt their scrolling. This is the piece that degrades, and that’s my caution.
I’d be looking for three things before declaring victory in using the wheel. First, the redemption rate on the codes, as many inflated opt-in counts are simply those who wanted the spin rather than your products. Second, ninety-day revenue per subscriber by cohort, as the quality difference should show up here. And third, whether this 9% is sticking around or falling over time.
Provided that the wheel cohort proves true to revenue per subscriber, the wrapper really does work and the method is only good marketing psychology. If not, you’ve spent the money on volume at the expense of quality and the straightforward version may well prove the better number despite appearances.
Another aspect to consider: the wheel discount range becomes your anchor point. Provided that people find out they could spin for 25% off, some will wait for that instead of paying the full price. You should check whether full-price conversions have changed since its launch.
