Everything here describes what the app actually does. If OrderNest behaves differently from this page, the page is wrong, tell us and we'll fix it.
Getting started
- Install from the Shopify App Store. No account to create: you sign in with Shopify.
- Settings, enter an alert email. OrderNest tells you when a run fails or a rule can't do its job, but only once it has somewhere to send it. Once you have a rule or a run, Home shows Failure alerts are not set up yet until you add one.
- Bulk edit, choose a few orders and Add tag with a throwaway tag such
as
test, then press Preview. Nothing changes yet: you see the exact orders, their tags before and after, and the count. - Apply, watch the run page fill in one result per order, then press Undo this run. The tag comes off again. That's the whole safety model, tried on something harmless.
- Rules → New rule, start from one of the templates. Run now applies the rule to your recent orders straight away, so read its conditions and actions first. On Starter and above, rules also fire on their own.
Where things live
| Page | What it's for |
|---|---|
| Home | This month's usage, active rules, recent runs |
| Bulk edit | Choose orders by filter, saved segment or CSV, preview, apply |
| Rules | Automatic actions: trigger, conditions, actions, Run now |
| Segments | Saved order filters, reused by bulk edits and scheduled rules |
| Runs | Every bulk edit, rule run, Flow run and undo, with per-order results |
| Analytics | Operations used, emails sent, run success rate |
| Plans | Your plan and what each plan includes |
| Settings | Alert email, Slack, and Shopify Flow setup |
| About | Help links and the support address |
Troubleshooting
"No orders match that filter."#
Check these in order:
- The order is older than 60 days. OrderNest only sees the last 60 days of orders (see below), so a date range further back finds nothing.
- The raw Shopify query field is filled in. It replaces every other
filter on the form, and it uses Shopify's search syntax, such as
financial_status:paid tag:vip. Plain text in any other form, liketotal above 50, matches nothing. - The filters are narrower than you think. Every filter you fill in must match. Clear them and add one at a time.
My rule didn't fire#
Open Rules first. Most reasons leave a message under the rule's status; the first three below don't, because they aren't errors:
- You're on the Free plan. On Free, rules run only when you press Run now. Firing on order events, on a schedule or from Shopify Flow is Starter and above.
- The rule is turned off, or its conditions didn't match the order.
- The rule has already acted on that order. An automatic rule acts on each order once. That's the loop protection: a rule that tags an order on Order updated would otherwise re-trigger itself forever.
- The monthly limit was reached, the order was older than 60 days, or a condition read customer data OrderNest couldn't see. Each of these leaves a message on the rule and sends an alert. See the entries below.
"Monthly limit reached"#
You've used your plan's order operations for the month. One operation is one order touched by one run, however many actions the run applies to it: a rule with three actions over 100 orders costs 100, not 300. Free includes 1,000 a month, Starter 20,000, Pro is unlimited.
The month is your store's calendar month, in your store's timezone. When a rule hits the limit, automation pauses and the rule says Monthly operation limit reached. Upgrade, or wait for the month to turn over.
"Your plan's per-run limit of 100 applied"#
Free acts on up to 100 orders per run. The rest are left untouched, and the run says how many. Starter and Pro have no per-run cap, except that one run driven by a filter stops at 10,000 orders: run it again for the rest.
"Your Free plan allows 1 rule(s)." or "2 segment(s)."#
Free includes 1 rule and 2 saved segments, Starter 5 rules and 10 segments, Pro unlimited. Delete one you no longer use, or upgrade.
"Could not read … for this order, the app may not be approved for that customer data"#
Shipping country, shipping province, customer tag and first order from this customer come from protected customer data. When Shopify withholds them, OrderNest doesn't guess: it skips the rule for that order, says so on the rule and alerts you, rather than treating the condition as "didn't match".
Customer tag and first order can't be used on scheduled rules at all. They are read from the order at the moment it triggers the rule, and a scheduled rule has no triggering order. Use an order trigger instead.
"Could not read order …, it may be older than 60 days"#
The rule needed to look the order up (rules using risk level, product type or product tag do, and so does every Shopify Flow run) and Shopify didn't return it, because it's outside the 60-day window or it was deleted. The rule was not applied.
"Fulfill/Cancel rules need at least one condition"#
A Fulfill or Cancel rule with no conditions would act on every order its trigger delivers, and neither can be undone. Add at least one condition.
"Skipped undo: order changed since the run."#
Undo checks every order before reversing it. If the order has changed since the run, by anyone, OrderNest leaves it alone and reports it, rather than overwriting the later edit. Two variants mean the same thing for the same reason: OrderNest couldn't record the order's state at the end of the run, or couldn't read it from Shopify at undo time. Fix those orders by hand.
"This run can't be undone (already undone, or nothing reversible)."#
The run was already undone, or every action in it was irreversible: Fulfill, Cancel and Email someone can't be reversed. See the table below.
"Shopify did not cancel the order"#
Shopify refused the cancellation. The message names the usual reasons: the order has fulfillments, a pending payment, or an active return. Other orders in the same run are unaffected.
Fulfill says "Nothing to fulfill"#
The order has nothing left to fulfill. With Only line items that don't require shipping ticked, the message is No line items match (nothing digital to fulfill): the order has no digital items.
A Shopify Flow step says "No OrderNest rule named …"#
Type the rule name as it appears on the Rules page. Upper and lower case, and spaces at either end, don't matter; anything else does. A wrong name or a rule that's turned off is rejected when you save the workflow. Flow runs also need Starter or above.
The 60-day order window
OrderNest works on the last 60 days of orders. That's what Shopify gives apps by default, and OrderNest doesn't ask for access to older ones. Filters, segments, rules, CSV imports and Flow runs all stop at that line, which is the most common reason an older order seems to be "missed".
What undo can and can't reverse
| Action | Undo |
|---|---|
| Add tag | Yes. Removes only tags OrderNest added: a tag the order already had stays |
| Remove tag | Yes. Puts back only tags OrderNest actually removed |
| Set note | Yes. The previous note is restored (Set note replaces the note, and the preview warns you) |
| Archive / Unarchive | Yes |
| Email someone | No. A sent email can't be unsent |
| Fulfill | No |
| Cancel | No |
Undo runs as its own run, linked from the original, with its own per-order results. Run history, and with it undo, is kept for 90 days.
Fulfill and cancel
Both are Pro and both are irreversible, so the preview says so in red before you apply.
- Fulfill options: only line items that don't require shipping, email the customer, and a tracking number and company.
- Cancel options: email the customer, refund to the original payment method, and restock the line items. All three are off unless you tick them, and the confirm step states whether stock will be restocked.
Shopify Flow
Starter and above. In Shopify Flow, add the action OrderNest: run rule to a workflow with an order trigger and enter the rule's name. The rule's own conditions are still checked, the once-per-order rule still applies, and each run appears under Runs as Flow · Rule … → #order.
Alerts
Alerts go to your alert email on every plan, and to Slack on Starter and above (paste an incoming-webhook URL in Settings). You're alerted when a run fails outright, and when a rule is skipped or paused: rate-capped, out of operations, or unable to read the data it needs. Repeats of the same alert are held back for 30 minutes so a bad hour doesn't flood your inbox. Individual orders that fail inside a run are listed on that run's page. Mute alerts in Settings stops both channels.
Billing
Your plan is on the Plans page. Upgrading opens Shopify's plan page, charges appear on your Shopify invoice, and changes and cancellations happen there too. Features above your plan are refused by the server, not just hidden.
Uninstalling
Uninstalling deletes everything OrderNest stored for your store straight away: rules, segments, run history and the undo log. Changes already made to your orders stay as they are, so undo anything you want reversed before you uninstall. What we keep and for how long is set out in the OrderNest privacy policy.
Still stuck?
Email support@appnest.studio with your store domain and, if it's about one run, the run's name and roughly when it ran. That's usually enough to find it.