When Tacey cannot make a change a customer asked for, the customer sees a plain sentence with a short code at the end, such as "The time to make changes to this order has passed. Reply to your order confirmation email if you still need a change. (E0007)". If the customer writes to you with a code, find it below. Each code has its own heading, so a search for the code, for example E0041, lands on the right entry.

If a customer sees no Tacey tools at all, that is not an error code. Tacey has to be placed on the Thank you and Order status pages first, see How do I add Tacey to my Thank you and Order status pages.

The sentences below are what customers see in English. Customers in other languages see the same sentence translated, with the same code. A code never changes meaning and is never reused.

Two things hold for every refusal: nothing is changed on the order, and no money moves. The one exception is E1001 and E1002, where the order changed first. A refused customer is told to reply to their confirmation email in most cases, which is how the message reaches you.

Settings are under Editing Tools. The setting names below are the labels on the page.

The shopper saw: "This order was paid with Shop Pay Installments, so it cannot be changed here. Reply to your order confirmation email if you need help. (E0001)"

Why: Shopify does not let an app change the items on an order paid in instalments, so Tacey refuses item, quantity, discount and shipping-upgrade changes on it. The check looks for a payment method with the word installment in its name. Address, contact details, notes and cancelling are still offered.

What you can do: Nothing to switch on. Make item changes for the customer in Shopify.

The shopper saw: "This order wasn't placed through the store's regular checkout, so it can't be changed here. Reply to your order confirmation email if you need help. (E0002)"

Why: The order came from somewhere other than the online store, a point of sale or a draft order, for example a subscription app or a marketplace app. Tacey refuses item, quantity, discount and shipping-upgrade changes on it, because the other app may not follow the rules Tacey expects. Address, contact details, notes and cancelling are still offered. On a subscription renewal the shopper is pointed to managing the subscription instead.

What you can do: Nothing to switch on. Change the items in Shopify or in the app that placed the order.

The shopper saw: "This is a local delivery order, so it cannot be changed here. Reply to your order confirmation email if you need help. (E0003)"

Why: Local delivery follows a different fulfilment path. Tacey refuses every change on it except cancelling, including the address and contact details. Notes are still offered.

What you can do: Nothing to switch on. Make the change in Shopify.

The shopper saw: "Payment for this order has not completed yet, so it cannot be changed. Reply to your order confirmation email if you need help. (E0004)"

Why: The order is still marked payment pending, so there is no settled amount to change. Tacey refuses item, quantity, discount and shipping-upgrade changes. Address, contact details, notes and cancelling are still offered because no money moves. An unpaid draft order shows this code too.

What you can do: Wait for the payment to complete, or mark it paid in Shopify. The shopper can try again afterwards.

The shopper saw: "This order is too old to be changed. Reply to your order confirmation email if you need help. (E0006)"

Why: Shopify's own order editing cannot reliably change orders this old. Tacey refuses item, quantity, discount and shipping-upgrade changes. Address, contact details, notes and cancelling are still offered.

What you can do: Nothing to switch on. Make item changes in Shopify if Shopify allows it.

The shopper saw: "The time to make changes to this order has passed. Reply to your order confirmation email if you still need a change. (E0007)"

Why: The shopper's time to change the order is over. This happens when the window you set has run out, when editing is switched off, when one of your rules shortens the window, or when a payment capture you asked for ended it early. It applies to every tool that changes the order, cancelling and notes included. See How long can customers edit their order.

What you can do: Under Editing Tools, Global settings, check Let customers edit their own order and How long the window stays open (15 minutes up to 168 hours). Check your rules for one that shortens the window. For an order already past its window, make the change in Shopify.

The shopper saw: "Everything on this order has already shipped, so it cannot be changed here. Reply to your order confirmation email if you need help. (E0008)"

Why: A tool that needs an unshipped item (swap a size, replace a product, upgrade shipping) was offered on an order where everything has shipped. The same code appears for adding a product, recommended products and the free gift on a fully shipped order when adding after shipping is switched off.

What you can do: For adding items, turn on Allow adding items after the whole order has shipped in the Add a product tool. The other tools cannot work on shipped items.

The shopper saw: "This order is held for review, so it cannot be changed here. Reply to your order confirmation email if you need help. (E0009)"

Why: The order matches one of your restrictions (an order tag, a product tag, a sales channel, an option name or a search query), or carries a tag from your older blocked tags list. Every tool that changes the order is refused, notes excepted. When a restriction matched, the shopper reads the reason you wrote, then the code. See How do I stop customers editing flagged orders.

What you can do: Open Restrictions, check Match orders by, and change or remove the restriction. Remove the tag from the order in Shopify to free just that order.

The shopper saw: "This order has been cancelled, so it cannot be changed. Reply to your order confirmation email if you need help. (E0010)"

Why: A cancelled order cannot be changed. Every tool that writes to the order is refused.

What you can do: Nothing to switch on. Place a new order for the customer if they still want the items.

The shopper saw: "This order was combined with another one, so it cannot be changed here. Check the confirmation email for your combined order. (E0011)"

Why: The order was merged into another one and no longer exists on its own. The shopper's message names the combined order.

What you can do: Point the shopper to the confirmation email for the combined order. See Why can't these two orders be merged for how merging works.

The shopper saw: "This order was combined with another one, so it cannot be cancelled here. Reply to your order confirmation email if you need help. (E0012)"

Why: The order is the result of a merge. Cancelling it would cancel everything that was combined, so the cancel option is refused. Other tools stay available.

What you can do: Cancel it for the customer in Shopify if they really want that.

The shopper saw: "This order is part of a subscription, so items and quantities can't be changed here. You can manage your subscription instead, or reply to your order confirmation email. (E0013)"

Why: On a subscription order, Tacey only changes items when it can record the change as applying to this order only. When it cannot, the shopper is refused and, if you set a manage page, pointed to it.

What you can do: Nothing to switch on. Set a subscription manage page in the Subscription orders setting so the shopper has somewhere to go.

The shopper saw: "This order was placed through a business account, so it can't be changed here. Reply to your order confirmation email and we'll help you directly. (E0014)"

Why: Business (wholesale) orders carry terms Tacey cannot safely change. Item, quantity, discount and shipping-upgrade changes are refused. Address, contact details, notes and cancelling are still offered.

What you can do: Nothing to switch on. Change the items in Shopify.

The shopper saw: "This is a local pickup order, so it cannot be changed here. Reply to your order confirmation email if you need help. (E0017)"

Why: The order has no shipping address because every part of it is picked up. The address tool and the shipping upgrade are refused on it. Orders that mix pickup and shipping are not refused.

What you can do: Nothing to switch on.

The shopper saw: "This order can only be delivered within the country it was originally placed for. Reply to your order confirmation email if you need the country changed. (E0018)"

Why: Keep edits inside the original country is on (it is on by default) and the shopper tried a different country. See Can I stop customers changing their address to another country.

What you can do: Turn off Keep edits inside the original country in the Edit address tool. Moving to a different shipping zone is then handled by the shipping setting in E0046 to E0049 below.

The shopper saw: "We can't deliver to PO boxes. Enter a street address instead. (E0019)"

Why: Your PO boxes setting is on Block, and the street line or the apartment line looks like a PO box. On Warn the shopper only sees a notice. See PO box addresses.

What you can do: Change PO boxes in the Edit address tool to Warn or Allow.

The shopper saw: "This item has already shipped, so it can't be changed. Reply to your order confirmation email if you need help. (E0020)"

Why: The line the shopper tried to change has no unshipped quantity left.

What you can do: Nothing to switch on. Shipped items cannot be changed in Shopify either.

The shopper saw: "This order has to keep a minimum number of items. Reply to your order confirmation email if you need to remove more. (E0021)"

Why: The change would leave fewer items than your Keep at least this many items setting. See Let customers reduce or remove items.

What you can do: Lower Keep at least this many items in the Change quantity or remove items tool (it is 1 by default, so this only appears when you raised it).

The shopper saw: "An order can't be emptied out completely. Reply to your order confirmation email if you'd like to cancel it instead. (E0022)"

Why: The change would remove every item. Tacey never lets the order go to zero items, because that is a cancellation.

What you can do: The shopper should use Cancel order instead. This cannot be switched off.

The shopper saw: "A discount from us has already been applied to this order. Reply to your order confirmation email if you need a different one. (E0023)"

Why: Once per order is on in the Apply a discount tool and a discount from Tacey is already on the order. See Can customers add a forgotten discount after checkout.

What you can do: Turn off Once per order if you want more than one.

The shopper saw: "That doesn't match a real state, province or region for this country. Please choose one from the list. (E0024)"

Why: The value does not match a region Shopify lists for that country, or the region was cleared for a country that needs one. It also shows when the shopper changes the country and the old region does not exist in the new country.

What you can do: Nothing to switch on. The shopper picks from the list.

The shopper saw: "That doesn't look like a valid postal code for this country. Please check and try again. (E0025)"

Why: The postal code does not match the pattern for the country, or it was cleared for a country that needs one.

What you can do: Nothing to switch on. The shopper corrects the code.

The shopper saw: "Enter your street address. (E0026)"

Why: The street line was blank or only invisible characters. It is required in every country.

What you can do: Nothing to switch on.

The shopper saw: "We couldn’t confirm this address, so it can’t be saved as it is. Check the street, building number, city and postal code, then save again. (E0027)"

Why: Block addresses we can't confirm is on in the Edit address tool, and the address check could not confirm the address, or it still has a suggested correction the shopper did not take. If the address check cannot run at that moment, the change is saved instead and the shopper sees a notice.

What you can do: Turn off Block addresses we can't confirm (it is off by default). Fixes you make yourself are never blocked by it.

The shopper saw: "That option doesn't belong to this product, so it can't be used to swap this item. Pick another option of this product. (E0028)"

Why: A size or colour swap was asked for an option of a different product. Swaps only work inside the same product.

What you can do: Nothing to switch on. Use Replace product to change to a different product.

The shopper saw: "That option costs a different amount, and this store's size and colour swap only works between options at the same price. Nothing was changed. Reply to your order confirmation email and the store will make the swap for you. (E0029)"

Why: Either Let customers swap to an option that costs a different amount is off and the prices differ, or Tacey cannot price the difference safely (the order's currency differs from the store's, or the amount owed on the order moved). See Let customers swap size or colour.

What you can do: Turn on Let customers swap to an option that costs a different amount (on by default). The currency and balance cases cannot be switched off.

The shopper saw: "That option is currently out of stock. Pick another option, or reply to your order confirmation email if you need help. (E0030)"

Why: The option cannot be sold, or it has less stock than the quantity asked for. This also shows for added and replacement products.

What you can do: Add stock in Shopify. For swaps and replacements, Only if it is in stock can be turned off for the stock quantity check. See Why can't my customer add a product.

The shopper saw: "That gift is out of stock right now. Pick another one, or check back later. (E0031)"

Why: The free gift the shopper picked has no stock. See Why isn't the free gift showing.

What you can do: Add stock to the gift product in Shopify. There is no switch to ignore stock for gifts.

The shopper saw: "That gift is not available at the moment. Pick another one. (E0032)"

Why: The gift product is a draft, archived, not for sale, or not published to the market the order was placed in.

What you can do: Fix the product in Shopify: set it Active and publish it to the right markets.

The shopper saw: "That's too long for the street address field. Please shorten it and try again. (E0033)"

Why: It is longer than the limit. The limit is Max characters, address line 1 if you set one, and never more than 255. See Limit address length.

What you can do: Raise Max characters, address line 1 (up to 255) in the Edit address tool.

The shopper saw: "That's too long for the apartment, suite or unit field. Please shorten it and try again. (E0034)"

Why: Same as E0033 for the second address line, using Max characters, address line 2.

What you can do: Raise Max characters, address line 2 (up to 255).

The shopper saw: "You checked the box to change your name, but didn't enter one. Reply to your order confirmation email if you need help. (E0037)"

Why: The shopper ticked the box to change their name and left the first or last name blank.

What you can do: Turn off Let customers change their name in the Edit contact tool if you do not want name changes.

The shopper saw: "That phone number doesn't match the country this order ships to. Enter a number for the shipping country, or reply to your order confirmation email if it needs to be a different country. (E0038)"

Why: Only allow a phone number from the shipping country is on (the default) and the number belongs to another country.

What you can do: Turn off Only allow a phone number from the shipping country in the Edit contact tool.

The shopper saw: "That name has characters we can't save. Please remove any symbols like < or > and try again. (E0039)"

Why: The name contains a symbol such as < or >, a hidden character, or has no letters at all.

What you can do: Nothing to switch on.

The shopper saw: "The postal code doesn't match the state you chose. Check the postal code, or pick the state it belongs to. (E0040)"

Why: For the United States, Canada and Brazil, the code's first digits point to a different state. For other countries it shows when Shopify itself rejects the pair.

What you can do: Nothing to switch on. The shopper corrects the code or the state.

The shopper saw: "That doesn't look like a valid phone number. Please check and try again. (E0041)"

Why: The number could not be read as a real phone number for its country. It also shows when Shopify rejects a phone value.

What you can do: Nothing to switch on.

The shopper saw: "You checked the box to change your email, but didn't enter one. Reply to your order confirmation email if you need help. (E0042)"

Why: The shopper ticked the box to change their email and left it blank, and Let customers remove their email or phone entirely is off.

What you can do: Turn on Let customers remove their email or phone entirely if blanking should be allowed.

The shopper saw: "That doesn't look like a valid email address. Please check and try again. (E0043)"

Why: The address is missing the @ sign, starts or ends with it, or contains a space.

What you can do: Nothing to switch on.

The shopper saw: "You checked the box to change your phone number, but didn't enter one. Reply to your order confirmation email if you need help. (E0044)"

Why: Same as E0042 for the phone number.

What you can do: Same setting as E0042.

The shopper saw: "We can't use a temporary or disposable email address for this order. Please enter an email you can check. (E0045)"

Why: Refuse known disposable email addresses is on (it is off by default) and the address is from a known throwaway domain.

What you can do: Turn off Refuse known disposable email addresses in the Edit contact tool.

The shopper saw: "The shipping option you chose (Express) doesn't deliver to this address, so this change can't be saved here. Reply to your order confirmation email and we'll help update your order for you. (E0046)"

Why: The shopper changed country or region and either no delivery zone covers the new address, or their shipping option is not offered there. This is always refused, whichever option you pick for the setting below. The shopper's message names their shipping option. See Shipping costs when an address moves to another zone.

What you can do: Add the new area to a delivery zone in Shopify delivery settings.

The shopper saw: "The shipping option you chose (Express) may cost something different for this address: the store may price it in a different currency than your order, at a live carrier rate, or by where you live. We can't tell which, so this change can't be saved here. Reply to your order confirmation email and we'll update your order for you. (E0047)"

Why: The shipping option is priced by a live carrier rate, has conditions, is charged in another currency, or comes from more than one zone, so Tacey cannot tell what it would cost. The shopper is asked to contact you.

What you can do: Make the change for the customer in Shopify. This cannot be switched off.

The shopper saw: "The shipping option you chose (Express) costs a different amount to this address, so this change can't be saved here. Reply to your order confirmation email and we'll help update your order for you. (E0048)"

Why: When an address change moves the order into a different shipping zone is on its default, Don't allow the change, ask the customer to contact us, and the cost would differ. See Shipping costs when an address moves to another zone.

What you can do: Choose Keep the original shipping fee or Charge the customer the difference in that setting in the Edit address tool.

The shopper saw: "The shipping cost for this address changed while your form was open. Check the new shipping cost shown and confirm again before saving. (E0049)"

Why: The shopper's confirmed shipping amount no longer matches the current one, so Tacey asks them to confirm again. It also shows when an older page sends no confirmation at all.

What you can do: Nothing to do. The shopper reloads or confirms the new amount.

The shopper saw: "This change would remove the discount that's been applied to your order. Reply to your order confirmation email if you'd like help with this instead. (E0050)"

Why: The item the shopper is removing or swapping carries a discount that came from the Apply a discount tool. Discounts you added yourself in Shopify are not covered by this check.

What you can do: Nothing to switch on. Make the change in Shopify.

The shopper saw: "This item was charged import duties, so it can only be removed completely, not reduced. Remove the whole item, or reply to your order confirmation email for help. (E0051)"

Why: The item was charged import duties. Reducing the quantity would need a partial duty refund, so only a full removal is offered.

What you can do: The shopper removes the whole item. Or reduce it in Shopify.

The shopper saw: "This action isn't available for this order. Reply to your order confirmation email if you need help. (E0052)"

Why: One of your rules takes this tool away for this order. If you wrote a Message to your customer, the shopper sees it after the code.

What you can do: Open Rules and change or remove the rule, under Take these tools away.

The shopper saw: "Store credit was issued for an earlier change on this order, so nothing more can be added or upgraded online. Reply to your order confirmation email and we'll help. (E0053)"

Why: A previous change on this order gave the customer store credit, and Shopify cannot show Tacey how much of the order that credit covers. Anything that adds money (adding or replacing items, raising a quantity, a priced swap, a discount, a shipping upgrade) is refused. See Can customers get store credit instead of a refund.

What you can do: Make the change in Shopify after checking the customer's store credit.

The shopper saw: "This order has already shipped, in whole or in part, so it can't be cancelled here. Reply to your order confirmation email if you need help. (E0054)"

Why: At least one item has shipped. Shopify refuses to cancel an order with shipped items, so Tacey does not offer cancelling. See Why can't my customer cancel.

What you can do: Nothing to switch on. Cancel or refund the unshipped items in Shopify.

The shopper saw: "Store credit was issued for an earlier change on this order, so it can't be cancelled online. Reply to your order confirmation email and we'll help. (E0055)"

Why: A previous change on this order gave store credit. Cancelling it would need Tacey to guess how much to refund.

What you can do: Cancel it in Shopify after checking the customer's store credit.

The shopper saw: "Gift cards can't be added to an order online. Please choose another product. (E0057)"

Why: The product is a gift card. Added products and recommended products refuse it.

What you can do: Nothing to switch on. Remove it from the products offered.

The shopper saw: "This product is only sold as a subscription, so it can't be added to an order online. Please choose another product. (E0058)"

Why: The product can only be bought with a subscription plan.

What you can do: Nothing to switch on. Remove it from the products offered.

The shopper saw: "Cancelling an order does not automatically cancel its subscription, which could keep renewing and charging you. To stop, pause or change the subscription, manage it instead. (E0060)"

Why: Cancelling the order would not stop the subscription, which could keep renewing and charging the customer. The shopper is pointed to manage the subscription instead (or to reply to the confirmation email if you have no manage page).

What you can do: Set the manage page in the Subscription orders setting.

The shopper saw: "This item isn't available for your order right now. Nothing was changed. (E0061)"

Why: A location rule is set and the item is not stocked in full at an allowed location. It also shows when Shopify says the item is not stocked at the order's location.

What you can do: Check Locations an added item may ship from, Locations a replacement may ship from or Locations a swapped item may ship from in the matching tool, and the stock in Shopify.

The shopper saw: "This order covers several deliveries paid for up front, so items and quantities can't be changed here. You can manage your subscription instead, or reply to your order confirmation email. (E0062)"

Why: The order covers several deliveries paid up front. Item and quantity changes, and adding products, are refused. The shopper is pointed to managing the subscription.

What you can do: Nothing to switch on. Set the manage page as for E0060.

The shopper saw: "This order has a pre-order or trial purchase option, so items can't be changed here. Reply to your order confirmation email if you need help. (E0063)"

Why: A line has a pre-order or try-before-you-buy purchase option. Tacey refuses item changes, and cancelling too, so a shopper trying to cancel also reads that items cannot be changed.

What you can do: Nothing to switch on. Change or cancel it in Shopify.

The shopper saw: "That option is already on your order as a separate item, so it can't be swapped in here. Nothing was changed. (E0064)"

Why: The option picked for a swap is already another line on the order.

What you can do: Nothing to switch on. The shopper changes that line's quantity instead.

The shopper saw: "This item is part of a subscription, so it can only be swapped for an option at the same price. Nothing was changed. Reply to your order confirmation email and the store will help. (E0065)"

Why: The item was bought with a subscription plan and the new option costs a different amount, which would take it out of its plan.

What you can do: Nothing to switch on.

The shopper saw: "This order can't be changed here, because the change could add a charge we can't show you first. Nothing was changed. Reply to your order confirmation email and the store will make the change for you. (E0066)"

Why: Shopify recorded the order's shipping tax on a second, free shipping line, so any change that opens an order edit could leave a balance owing. Item, discount, shipping and gift tools are refused. Address, contact, notes and cancelling are not.

What you can do: Make the change in Shopify.

The shopper saw: "That item is already on your order, so it can't be added again as a gift. Nothing was changed. (E0067)"

Why: The free gift picked is already a line of the order. Shopify does not allow the same gift twice.

What you can do: Nothing to switch on. See Why isn't the free gift showing.

The shopper saw: "This gift can't be removed here. Nothing was changed. (E0068)"

Why: A page opened before the one-tap gift removal was dropped sent a removal request. Nothing was changed.

What you can do: The shopper reloads the page.

These are the two codes that need you. The customer's change is already on the order. Only the refund or store credit failed.

The shopper saw: "Your order was updated, but your refund couldn't be sent automatically. We've been notified and will follow up with you. (E1001)"

Why: The edit went through (items removed or reduced, a discount applied, or the order cancelled) but the refund to the shopper did not. Nothing retries it. Where the card refund's outcome is unknown, Shopify may in fact have sent it. The order is tagged tacey-refund-owed after a reduce. You see a Refund failed pill, a Home task Refunds that failed and a card in your edit feed. The shopper is told you have been notified and will follow up. See How are refunds calculated and Should Tacey refund automatically.

What you can do: Open the order in Shopify and check its refunds first. Refund by hand only if nothing was sent. Details are in the Order changes page, see every change on an order.

The shopper saw: "Your order was updated, but your store credit couldn't be added automatically. We've been notified and will follow up with you. (E1002)"

Why: Same as E1001, but the refund was to store credit and the credit was not added. Store credit is never swapped for a card refund. See Can customers get store credit instead of a refund.

What you can do: Check the customer's store credit in Shopify and add it by hand only if it is not there.