Roadcase docs
Troubleshooting
Fixes for common Roadcase questions: shopper emails not sending, no label costs, the delivery estimate or tracking page not showing, and the badge not appearing.
Shopper emails aren't going out
- Approve-first mode: emails wait on the Emails page until you approve them. Switch to automatic in Emails.
- Quiet hours: nothing sends between 9pm and 8am store time by default. Emails go out when quiet hours end.
- Spacing: each order gets one email at a time, at least 3 days apart.
- Excluded tags: orders with a tag you excluded in Settings get no emails.
- Plan limits: the Free plan sends one late-order email, and over your monthly order limit, extra orders get no shopper emails.
- Mailbox disconnected: if your Gmail, Outlook or SMTP connection broke, emails wait and you'll have an email asking you to reconnect.
The Costs page shows no label costs
Label costs come from labels bought in Shopify Shipping. If you buy labels in ShipStation or another tool, you'll see shipping charged and your free-shipping share instead.
The delivery estimate isn't showing
- Add the block from Badge and widgets and save in the theme editor.
- It needs 10 deliveries to use your real shipping times. Until then, set the days yourself.
The tracking page isn't found
The tracking page lives at /apps/track on your store and needs the Online Store sales channel. Check it's turned on in Settings.
I haven't earned the badge
Roadcase Approved needs a shipping score of 85 or more, 92 percent or more delivered on time and at least 30 real packages in the last 30 days. Sample orders don't count. It's checked daily.
Problems from before I installed didn't alert me
That's on purpose. Problems that already existed at install show on the Problems page but don't send alerts.
Still stuck?
Ask the Help assistant inside Roadcase, or email roadcase@musiccitylabs.co.