Troubleshoot a missing document or email

Start with the merchant-visible Docket screens. Do not ask a customer to resend personal information that already exists in Shopify.

Missing document

1. Open Orders and find the Shopify order.
2. Open its document actions.
3. Check whether the requested document already exists.
4. If it exists, download that record; do not create a replacement number just because delivery failed.
5. If generation failed, copy the visible error code and approximate time.

Missing automated email

1. Open Automations and confirm the rule was active when the Shopify event occurred.
2. Review its recent evaluation to see whether conditions matched.
3. Open Email delivery and check the delivery state.
4. For a bounce, verify the address in Shopify before using Resend.
5. If the email is waiting or trying again, give Docket time to finish. Do not create another automation for the same order update.

Bulk export not moving

Refresh Bulk exports and check the current step. Finding orders, creating documents, combining files, and preparing the download can take different amounts of time. Docket remembers completed orders if it needs another attempt. Start a replacement only after support confirms the first export cannot continue.

Incorrect PDF content

Compare the document with the Shopify order and the design used when it was created. Currency, tax totals, addresses, and quantities come from Shopify. Design or tax-setting changes apply to new documents, not existing ones.

Information to send support

Send omdeeppiyanp@gmail.com:

• shop domain;
• Shopify order number or Docket export ID;
• page and action used;
• approximate time and timezone;
• visible error code;
• whether the issue affects one order or many.

Never send passwords, sign-in codes, domain-provider credentials, payment details, a customer list, or unredacted financial documents. Docket support can investigate using internal activity records without reading document contents.