> For the complete documentation index, see [llms.txt](https://orbit-b2b.gitbook.io/orbit-b2b-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://orbit-b2b.gitbook.io/orbit-b2b-docs/quotes-rfq/troubleshooting.md).

# Troubleshooting

Quick fixes for common issues. If your problem isn't listed, contact support with the quote number and a screenshot.

## "You are not eligible to submit a quote request"

The buyer submitted a quote but got an eligibility error.

### Possible causes

| Cause                                               | Fix                                                                                                                           |
| --------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- |
| Eligibility = Approved B2B, customer has no B2B tag | Add a `b2b`, `wholesale`, or `tier-*` tag to the customer in Shopify → Customers                                              |
| Customer is logged in via new customer accounts     | App tries to look up the customer by email — make sure the customer's email in the form matches their Shopify Customer record |
| Eligibility = Public + rate limit triggered         | Check Quote settings → Auto-reject → Rate limit per IP. Increase or disable                                                   |

## The Request a Quote button doesn't appear

The block is on the product page in theme editor, but storefront shows nothing.

### Possible causes

* **Customer isn't logged in** + eligibility is Approved B2B → behavior by design. Test with a logged-in B2B account.
* **Eligibility check fails** → check the customer's tags in Shopify admin
* **Block hidden via `eligibility_visibility = b2b_only`** → block-level setting in theme editor. Customer must have a B2B tag

## Modal opens but variants list is empty

The buyer clicked the button, modal opened, but the items table is blank.

### Possible cause

The `/products/<handle>.json` endpoint returned nothing — usually because the product is unpublished or hidden from the buyer's market. Republish the product or check market scope.

## Customer accepted but PDF invoice email never arrived

Buyer reports they clicked Accept on a Net 30 quote but never got the PDF.

### Checklist

1. **SMTP configured?** Apps → Orbit B2B → Email Templates → Configuration → SMTP Settings. Click Send test email.
2. **`quote_accepted_invoice` template enabled?** Email Templates → Quote → Quote Invoice (Net terms). Toggle Enabled.
3. **Buyer's email correct?** Open the quote → check the customer card. If the buyer's email is wrong, edit the customer in Shopify → Customers, then ask them to re-submit.
4. **PDF generation logs** — check your backend logs for `[QuoteEmailService] PDF generation failed`. If pdfkit threw an error, the email is skipped.
5. **Spam folder** — large attachments sometimes get flagged. Ask buyer to check spam.

## Net 30 buyer doesn't see Mark as paid working

You marked a Net 30 order as paid in Shopify but the quote still shows the buyer hasn't paid.

### Cause

The `orders/paid` webhook is what links the order back to the quote. If the webhook didn't fire:

* Check Partner Dashboard → App → Webhooks → `orders/paid` is subscribed and pointing to your app's `/api/webhooks` endpoint
* Manually trigger from Shopify Orders → click the order → Resend webhook (if visible)
* Check backend logs for `[Webhook] orders/paid linked to quote ...`

## "Quote has expired" error when buyer tries to accept

Buyer opens the email link and clicks Accept, but gets a "quote has expired" message.

### Cause

The quote's `validity.validUntil` is in the past. Either:

* The hourly cron just ran and marked it Expired
* The validity was too short (e.g. 3 days)

### Fix

Open the quote in your inbox → status will be Expired. Click anywhere in the items / adjustments → set a new validity → click Send price update again. This re-extends the quote and lets the buyer accept.

## Hourly cron job not running

Quotes never auto-expire and reminder emails never fire.

### Checklist

* `DISABLE_SCHEDULED_JOBS` env var is **not** set to "1" on production
* Backend log on boot shows `[scheduler] reconcile next ...` — if not, the scheduler module didn't start
* Mongo connection is up (cron uses a Mongo-backed lock)

## Translations show in wrong language

Buyer is on the French version of your store but sees English buttons.

### Cause

The translations aren't synced to the metafield, OR the French locale isn't published.

### Fix

1. Shopify admin → Settings → Languages → make sure French is **published**
2. Apps → Orbit B2B → Settings → Storefront Text → switch language tab to French → fill in any empty values
3. Save — this triggers a metafield sync
4. Hard-refresh the storefront page (Cmd+Shift+R)

## Need more help

Send the quote number + a screenshot of the issue to your account manager. Include the customer's email and approximate time so we can locate the request in our logs.

## Related

* [Overview](/orbit-b2b-docs/quotes-rfq/overview.md)
* [Payment terms](/orbit-b2b-docs/quotes-rfq/payment-terms.md)
* [Email templates](/orbit-b2b-docs/quotes-rfq/emails.md)


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