FAQ
Why doesn’t the widget appear at checkout?
Section titled “Why doesn’t the widget appear at checkout?”This is the most common issue. The widget only appears when your shipping rate name contains the keyword configured in the app settings.
How to fix:
- Go to Shopify Admin → Settings → Shipping and delivery.
- Find the shipping rate that should trigger the pickup point selector.
- Check that the rate name contains the exact keyword from the app settings.
Keyword rules:
- Use only one word — not the full shipping method name.
- The match is case-insensitive (
Zásilkovnaandzasilkovnaboth work). - Diacritics don’t matter — the app matches with or without háčky/čárky.
- For multiple keywords, separate them with a comma (
,).
Example:
- Shipping rate name:
Zásilkovna – Výdejní místo✅ - App keyword setting:
zasilkovna - Result: Widget appears when customer selects this rate.
For a full setup guide, see Keyword Configuration.
How do I fix the “Unauthorized: Invalid token” error?
Section titled “How do I fix the “Unauthorized: Invalid token” error?”This usually means the app’s API key needs to be refreshed.
- Open the app in your Shopify Admin.
- Go to Interface Settings and check that your API key and API password are correct.
- If you recently changed your Packeta API credentials at client.packeta.com, update them in the app.
- If the issue persists, grant us access and we’ll investigate.
Why is my CSV export stuck in “progress”?
Section titled “Why is my CSV export stuck in “progress”?”The export may get stuck if there are connectivity issues between your store and the carrier service.
Try these steps:
- Refresh the page and try the export again.
- Make sure you’ve selected orders that have the
zasilkovna_selectedtag. - If the issue persists, try exporting a smaller batch (10–20 orders at a time).
For a step-by-step guide, see CSV Export.
Why is the widget showing the wrong language?
Section titled “Why is the widget showing the wrong language?”The app uses a translation system with multiple fallback layers:
- Custom translations — editable in the app’s Translations page.
- Shopify translation keys — from your store’s locale settings.
- Default English — fallback when no other translation is available.
To fix: Go to the app → Translations page and update the text for your language.
If translations were working before and suddenly reverted to English, the translation metaobject may need to be recreated. Contact us and we’ll fix it.
For full details, see Translations.
Why aren’t my order tags being applied?
Section titled “Why aren’t my order tags being applied?”The app automatically applies these tags to orders:
| Tag | Meaning |
|---|---|
zasilkovna_unselected | Customer hasn’t selected a pickup point yet |
zasilkovna_selected | Pickup point has been selected |
zasilkovna_cancelled | Order or shipping was cancelled |
zasilkovna_fulfilled | Order has been fulfilled/shipped |
If tags aren’t appearing, check that the app has the necessary Orders permissions. You may need to open the app and approve any pending permission requests.
For more details, see Order Tags.
Which carriers are supported?
Section titled “Which carriers are supported?”The app supports five Central European carriers:
| Carrier | Keyword |
|---|---|
| Zásilkovna / Packeta | zasilkovna or packeta |
| GLS | gls |
| DPD | dpd |
| PPL | ppl |
| Balíkovna | balikovna |
All carriers are available on both plans. The Basic plan supports one carrier at a time; Premium supports multiple simultaneously.
For full details, see Supported Carriers.
How do I grant you access to my store?
Section titled “How do I grant you access to my store?”See our Collaborator Access guide for step-by-step instructions with video walkthrough.
Still need help?
Section titled “Still need help?”Email us at integrace@soundsgood.agency — we typically respond within one business day.
Please include your store URL and a description of the issue with screenshots if possible.