Troubleshooting

This page covers the most common issues reported by merchants.

Widget Doesn’t Appear at Checkout

This is the most frequently reported issue.

Check 1: Keyword doesn’t match the shipping method name

The widget only activates when the customer selects a shipping method whose name contains the keyword you configured in the app. A mismatch here is the most common root cause.

1. Go to Shopify Admin → Settings → Shipping and delivery and copy the exact name of your Zásilkovna shipping method.
2. Open the app and go to Interface Settings. Check the configured keyword.
3. Confirm the keyword appears inside the shipping method name (case-insensitive).

Example: if your shipping method is “Zásilkovna – výdejní místo” and your keyword is zasilkovna, it will match. If your keyword is pickup, it will not.

See Keyword Configuration for the full explanation.

Check 2: Checkout extension block is missing

The widget requires the app block to be added in the checkout editor.

1. Go to Shopify Admin → Settings → Checkout and click Customize.
2. Navigate to the Thank You page in the editor.
3. Verify the Zásilkovna / Packeta Pickup Point block is present and enabled.
4. If it’s missing, click Add block and add it from the app blocks section.

For the Order Status page, go to Settings → Customer accounts → Customize instead.

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Widget Shows Empty — No Pickup Points to Select

The widget opens but the map or list of pickup points is blank.

Likely causes:

• The carrier’s pickup point API is temporarily unavailable
• The carrier keyword is configured incorrectly (wrong carrier is being called)
• A network issue is preventing the widget from loading pickup point data

Fix:

1. Verify the keyword in Interface Settings matches the correct carrier.
2. Check if the carrier’s pickup point service is operational (try searching on their website directly).
3. If the issue affects only some customers, it may be a network or browser issue on their end.

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Widget Appears on Wrong Orders (Showing for Home Delivery)

If the widget shows up for customers who chose a home delivery method, your keyword is too generic and is matching unintended shipping methods.

Fix: Use a more specific keyword. If “zasilkovna” appears in both your pickup and home delivery method names, rename the home delivery method to remove the overlap.

See the Carriers page — specifically the “Home Delivery vs Pickup Points” section — for guidance on which shipping methods need keywords configured.

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Pickup Point Selector Not Showing on Mobile

The carrier select button or the widget itself doesn’t render correctly on smaller screens.

Fix: This was a known UI rendering issue fixed in a recent app update. Update the app to the latest version. If it still occurs after updating, contact support.

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”Link Expired” Error on First Pickup Point Selection

A “link expired” error appears when the customer tries to select a pickup point for the first time.

Fix: This was a known bug fixed in a recent app update. If you are still seeing this error after updating the app, contact support.

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Widget Hidden on Order Status Page

The pickup point widget is not visible on the order status / customer account page after checkout.

Fix: The extension block needs to be added separately for the customer accounts area.

1. Go to Shopify Admin → Settings → Customer accounts.
2. Click Customize.
3. Add the Zásilkovna extension block to the order status section.
4. Save.

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All App Pages Show 404 / “Invalid Token” / App Won’t Load

If all pages inside the app return 404 errors or you see an “Invalid token” error, check the following:

1. Verify your API key: Go to app settings and confirm the API key matches the one in your Zásilkovna/Packeta account at client.packeta.com.
2. Reinstall the app: If the API key is correct but the app still fails, reinstall it from the Shopify App Store. Your order history and tags are stored in Shopify and won’t be lost.
3. Contact support if reinstalling doesn’t resolve it.

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Export Stuck in “In Progress” State

The export to Zásilkovna starts but never completes, staying in a “progress” state.

Fix:

1. Refresh the page and check if the export completed in the background.
2. Cancel the export and retry with a smaller batch (10–20 orders).
3. Verify the orders you’re exporting have the zasilkovna_selected tag — only orders with a confirmed pickup point selection can be exported.

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Widget Shows Wrong Language / English Instead of Czech

The widget displays English text even though the store is in Czech.

Fix:

1. Go to the Translations section in the app.
2. Check that all 6 text fields have Czech content entered.
3. All 6 fields are required — if any are empty, the app may fall back to English defaults.
4. Test in a private/incognito browser window after saving to avoid cached content.

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Order Tags Not Being Applied

Orders don’t receive the zasilkovna_selected or zasilkovna_unselected tags automatically.

Fix:

1. Open the app and check for any pending permission requests — approve them.
2. If no prompts appear, go to Shopify Admin → Settings → Apps, find the Zásilkovna app, and verify it has Orders (write) permissions.
3. If permissions are missing: uninstall the app, reinstall from the App Store, and accept all requested permissions during installation.

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Pickup Point Widget Shows for the Wrong Carrier

The widget appears but shows Zásilkovna pickup points when the customer selected GLS, DPD, or another carrier.

Cause: The keyword for the other carrier is either not configured or is too generic and overlapping with another shipping method name.

Fix:

1. Go to Interface Settings and verify each carrier has its own keyword configured.
2. Make sure carrier keywords don’t overlap — if a shipping method name contains two different keywords, the app uses the first match.
3. Use distinct shipping method names per carrier. See Supported Carriers.

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Uninstalling the App

To uninstall the Zásilkovna app:

1. Go to Settings → Apps and sales channels in your Shopify admin.
2. Find Pickup Points CZ/SK/HU in the list.
3. Click Remove app and confirm.

After uninstalling:

• Your order tags (zasilkovna_selected, etc.) and custom attributes remain in Shopify — they are not deleted.
• Translation metaobjects remain in your store’s content.
• Your billing subscription is automatically cancelled.
• If you reinstall later, you will need to reconfigure your settings.

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Still Need Help?

Email: integrace@soundsgood.agency

Please include your Shopify store URL, a description of the issue, and any screenshots. Mention the steps you’ve already tried.