When a customer says they cannot add something, the cause is almost always one of a handful of settings or order facts. Start at the top.
The Add a product row is missing
The Tacey block is not placed. Add it to the Thank you page in Shopify's checkout editor and to the Order status page in the customer accounts editor. Tacey cannot detect this for you.
The tool is off. In Tacey, open Editing Tools, click Set up tools on the Thank you page card, and check Add a product to your order. If it says Off, open it and click Turn on.
The order is one Tacey cannot change. The row does not show on orders paid with Shop Pay Installments, orders created by another app, orders still waiting for payment (cash on delivery, bank transfer, manual payment), orders placed before 2019, local delivery orders, orders placed through a business account, cancelled orders, orders merged into another order, or orders with one of your Blocked order tags. Orders paid in another currency are fine.
The edit window has closed. The customer sees "The time to make changes to this order has passed."
The search shows "No products found."
Your scope is empty. If Which products can be searched is Specific collections or Specific tags and nothing is added, customers see no products at all. Add a collection or tag, or switch to Every product.
The product is outside your scope. It is not in any chosen collection, or carries none of the chosen tags.
The product is out of stock and Hide out-of-stock products is on.
The product is not Active in Shopify (Draft or Archived).
The product is not sold in the customer's market. Tacey checks the market of the order's shipping country (or billing country if there is no shipping address). Publish the product to that market in Shopify if you want it offered.
The customer's search words do not match. The search is by product name.
The product shows but an option cannot be picked
"This option is currently out of stock." The option is sold out, or it is not available for sale in Shopify. You only see sold-out options in the list when Hide out-of-stock products is off.
The add was refused after the customer confirmed
Tacey reads the product fresh from Shopify at the moment of confirming, so something that changed after the search can still stop the add:
What changed | What to do |
The option sold out, or your chosen locations no longer have enough stock | Restock, or widen Locations an added item may ship from |
The product was set to Draft or Archived | Set it back to Active |
The product was removed from the market | Publish it to that market |
The product left your chosen collections or tags | Add it back to the scope |
The price changed between the review and the confirm | Ask the customer to review the amount again |
A quantity above Maximum quantity per add cannot be chosen. The customer can add again for more.
The customer sees "You chose store credit for an earlier change"
The full message is "You chose store credit for an earlier change, so nothing more can be added or upgraded on this order online. Reply to your order confirmation email and we'll help." (code E0053).
This happens on an order where an earlier change, such as removing an item, was refunded as store credit. Shopify puts that credit on the customer's account, not on the order, so the order's own balance does not count it. If Tacey let the customer add something else, the order would look as if the customer had already paid for it, and the same money could be given away twice. So Tacey refuses the add up front, before the customer confirms.
The same refusal applies to Recommended products, Replace a product, Upgrade shipping, Apply a discount, and an increase in Change product options. Removing or reducing items and the other tools are not affected.
What to do: handle the extra item or upgrade yourself in Shopify, or reply to the customer. If a balance was already owed on that order when the credit was issued, Tacey holds it for your review instead of refunding it to the customer's card automatically. You can still approve a refund yourself.
The customer added it but did not pay
The order is held and tagged `tacey-payment-owed` until they pay on Shopify's payment page. If they never pay, the item is removed after Hours to wait for extra payment (in Change product options, 24 hours by default). The hold comes off once nothing is owed. If something is still owed (the item could not be removed, or the change also carried a shipping charge), the order stays on hold until the customer pays or you release it in Shopify. In Tacey's Orders page it shows Needs attention with the banner This order needs you.
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