Server error when editing order- please help!

Shopify Discussion

Topic summary

Multiple merchants are experiencing a critical server error when attempting to edit existing orders in Shopify. The issue prevents order updates and is blocking shipments to customers.

Key Problems:

  • Red “X server error” message appears when trying to update orders
  • Page spins indefinitely without completing the action
  • Issue has persisted for 5+ days for one merchant, with similar reports from others over the past 1-2 months

Support Concerns:

  • Cases have been “escalated” but merchants report receiving no meaningful updates or resolution timelines
  • Support responses are delayed or non-existent despite repeated follow-ups
  • Merchants express frustration with AI-based support interactions
  • Both affected users report six-figure monthly sales volumes but feel support quality doesn’t match their business scale

Status: The issue remains unresolved with no fix or workaround identified. Merchants are seeking both technical solutions and improved communication from Shopify support, with one requesting reimbursement for lost functionality.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Can someone please help me? I am on day 5 of not being able to edit an existing order–when we do and try to update it the page spins and a red “x server error” message pops up. We are not able to ship several customers b/c of this and I am livid.

Tech support from Shopify has been non-existent. My issue has been “escalated” and I have received ZERO information on why this is happening. Every time I call or “chat” with them they say they will get back to me with an update and nothing. They are costing me both money and customers. The last time I received any sort of info was 2 days ago even though I keep asking.

SO: 1) how do I fix this 2) how do I get ahold of someone at tech support who can actually do something and get me info? I also want to be reimbursed for all of the days my site has been non functional in this area.

PS: My company does 6 figures in sales PER MONTH. Why am I not getting better support???

1 Like
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I am getting the same issues. First time was a month or two ago. Now again today. The support is the way it is because they feel they have the right to send us to AI bots that claim they are real humans. They have zero respect for their customers no matter how much you sell. I am right there with you 6 figures in sales this month. I probably won’t even both wasting my time with support because I know I will spend an hour arguing with an AI that says it’s a human. It’s just so insane to be treated like this from a company that in every other way is amazing. I just don’t get it. It’s like they just don’t care about the customers. Really pisses me off. If I didn’t do so well with Shopify I would change to another provider over this. It is just so disrespectful!!!