Troubleshooting

Empty period

A month with no candidates usually means no eligible EU dispatches. Check:

• Shipping destinations for the month (domestic-only months are legitimately empty).
• Date filters — Shopify order date vs. fulfilment date.
• Exclusion rules that may be broader than intended.

Missing weight flags

The most common flag. Fix the product weight in Shopify, then re-run the review. The app does not invent weights.

Value looks wrong

Check refunds, discounts and the configured value basis. Compare one flagged order line-by-line with the Shopify order view.

Still stuck

Contact support with the period, one example order number and a screenshot of the flag. Never send API keys or passwords.