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Shopify App Troubleshooting

Webhooks Not Being Received​

Symptoms: Orders are placed but no credits are awarded.

Check:

  1. Verify the app is installed and onboarding is complete
  2. Check webhook events in the Analytics page — look for "failed" or "skipped" status
  3. Ensure the merchant has an active earning rule
  4. Confirm the Brand ID is correctly configured in Settings

Common causes:

  • No active earning rules configured
  • Earning rule has expired (past end date)
  • Minimum order amount not met
  • App was reinstalled but onboarding not completed

Credits Not Appearing​

Symptoms: Webhooks are received but customer balance doesn't change.

Check:

  1. In Analytics, verify events show as "forwarded" (not "skipped" or "failed")
  2. Check that your brand has sufficient RSNC balance
  3. Verify the customer email is valid
  4. Check Partner Portal analytics for the event

Common causes:

  • Brand has zero RSNC balance (need to fund via dashboard)
  • Event type not configured in Partner Portal automation rules
  • Customer email is empty (guest checkout without email)

Test Orders Being Processed​

Test orders placed via Shopify's Bogus Gateway are automatically filtered out. If you're seeing test orders being processed, verify you're using the Bogus Gateway payment provider for testing.

Duplicate Rewards​

The app uses webhook idempotency — each webhook has a unique ID stored in the database. Duplicate webhooks are automatically detected and skipped. If you're seeing duplicates, check:

  1. The webhook_events table for duplicate entries
  2. Whether the same order is triggering multiple earning rules (only one should fire)

Rate Limiting​

Webhooks are rate-limited to 200 per 60 seconds per shop. If exceeded, the app returns HTTP 429. Shopify will retry the webhook automatically.

Storefront Widget Issues​

Widget Not Appearing​

  1. Verify the embed script is added to your theme
  2. Check that data-brand-id matches your Brand ID
  3. Ensure the customer is logged in (widget requires {{ customer.email }})
  4. Check browser console for JavaScript errors

Widget Shows "Not Connected"​

The widget can't reach the Resonance API. Check:

  1. Brand ID is correct
  2. App proxy is configured (should be automatic)
  3. No ad blockers or script blockers interfering

Discount Code Issues​

Discount Code Not Generated​

When a customer redeems a perk, the app creates a Shopify discount code via the GraphQL API. If codes aren't being generated:

  1. Verify the app has write_discounts permission
  2. Check if you've hit Shopify's discount limit
  3. Review app logs for GraphQL errors

Discount Code Not Working​

Generated discount codes are:

  • Single-use (one customer, one redemption)
  • Customer-specific (tied to the redeeming customer)
  • Time-limited (30 days default, or perk-defined)

GDPR Compliance​

The app handles three GDPR webhook topics:

  • Customer data request — Prepares customer data for export
  • Customer redact — Anonymizes customer data
  • Shop redact — Cleans up all shop data

These are processed automatically. No merchant action required.

App Uninstallation​

When the app is uninstalled:

  1. The merchant record is marked as uninstalled
  2. The Partners Bridge is notified
  3. Webhooks stop being processed
  4. Customer data is retained per GDPR requirements until redact webhook

Reinstalling the app requires completing onboarding again.

Support​

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