Troubleshooting fulfillment issues

1. Check Spam - If your customer received an order confirmation email from Shopify, but did not receive an email to claim the NFT, ask them to search their spam folder for [email protected] . It is possible for some claim emails to be delivered as normal and others to end up as spam, even for the same customer.

2. Check if the order has been fulfilled - Look up the order (e.g. #1001) from the Orders page of your Shopify Admin and check the fulfillment status:

   

   • “Unfulfilled” - NFTeapot does not know about the order, therefore cannot deliver it on your behalf. Click into the order, click on Request fulfillment , and on the second page click Send fulfillment request .

     

     

     Do NOT choose Fulfill item, which tells Shopify that you will take care of product delivery yourself. Shopify will change the status of the order to “Fulfilled”, but the customer will not receive a claim email from NFTeapot.

     If you accidentally click on Fulfill item, cancel by selecting ... and Cancel fulfillment. Then choose Request fulfillment and Send fulfillment request as described above.

   • “Fulfillment in progress”
     • Location: NFTeapot Requested - The fulfillment request has successfully been sent from Shopify to NFTeapot. The location should soon change to NFTeapot Accepted . If it remains on Requested for more than a day, please contact support .

     

     • Location: NFTeapot Accepted - The NFT claim email has been sent by NFTeapot but the NFT has yet to be claimed by the customer. Ask your customer to check their spam folder if they don’t see the email.

     

   • “Fulfilled”
     • No transaction hash - A correctly fulfilled order will have a transaction hash link to the blockchain scanner. If there is no transaction hash, it is possible the fulfillment was triggered incorrectly using Fulfill item instead of Request fulfillment .

       

       Cancel the fulfillment by selecting ... and Cancel fulfillment.

       

       Choose Request fulfillment and Send fulfillment request as described in “Unfulfilled”.

     • Has transaction hash - If the fulfillment was successful you will see the transaction hash which means the NFT was delivered to a blockchain wallet. If your customer says they do not have the NFT see this doc . And if you still have issues, please contact support .

     

3. Enable Automatic Fulfillment - In Shopify by default orders require manual fulfillment. You can switch to automatic fulfillment so you do not have to go into Shopify every time you receive an order:
   • Go to Settings > Checkout .

     

   • In the Order Processing section, select Automatically fulfill the order's line items and Notify customers of their shipment .

     

     All orders from this point onward will be automatically fulfilled. However, prior unfulfilled orders still require manual fulfillment.

4. If the above steps do not address the problem, please contact our support .