Separate app access, a new credit purchase, document delivery and buyer payment. Each has different prerequisites and a different success signal.
Starting context
Before you start
- Store domain, affected record identifier and approximate time with timezone.
- Exact visible error or redacted screenshot; never passwords, tokens, full card details or a full customer export.
Check app and new-order access
Start where the workflow stopped. Do not repeat a financial action while its result is unknown.
For launch errors, sign in to the intended Shopify admin, confirm installation and reopen Apps → NetGuard. Refresh once and capture any remaining error.
Expected resultAuthorized staff can open the embedded app. The public website is not a substitute for authenticated admin launch.
If native invoice terms are absent, open the setup readiness check and inspect the actual location, catalog and contact assignment.
Expected resultYou can identify the missing prerequisite. On non-Plus, review new Markets/catalog setup rather than assuming B2B needs Plus.
If over-limit checkout passed, inspect the active validation rule and matching NetGuard switch, then retest with the correct B2B location.
Expected resultThe disallowed supported credit purchase is blocked. A missing Plus-only note is not evidence that validation is disabled.
Recover invoice and payment paths
Check document readiness, delivery and confirmed receipt separately.
For missing email, open the invoice and inspect PDF/email state, recipient and suppressions. Use the displayed resend/recovery action after resolving the cause.
Expected resultDocument failures and provider/recipient problems are distinguishable; a ready PDF does not prove delivery.
For missing buyer invoices, open the active customer-account editor and verify Orders → Main → Add block → My Invoices → Save. Sign in as the correctly assigned contact and open Orders. Confirm accessible invoices exist.
Expected resultThe saved block displays authorized invoices and hides for empty shoppers. A retired full-page publishing guide is not required.
For confirming payment, inspect the Shopify payment outcome and NetGuard ledger before retrying. Use Resume payment for an interrupted checkout when offered.
Expected resultAn unconfirmed checkout is not paid. You avoid a second charge or invented manual receipt merely to clear uncertainty.
If the problem remains, contact support with failed step, expected/actual result, redacted record identifiers and time. For security/privacy concerns follow Security & data instructions.
Expected resultSupport can investigate with minimal necessary evidence. No fixed response time or contractual SLA is implied.
Check before retrying
If the result differs
- Refresh did not resolve it
- Record the current error and context. Repeated submissions do not fix plan gates, permission failures or unconfirmed receipts.
- Only one buyer is affected
- Compare contact/location permissions, invoice scope, company status and account sign-in before escalating.
- Receipt and balance disagree
- Match reference, amount and currency; inspect credit held, recent changes and original-order sync restrictions separately.
Contact NetGuard support with the store domain, record identifier and the result you expected. Redact unrelated personal information.