Troubleshooting

# Protected Customer Data approval is pending

Symptom: pick lists generate normally, but the customer name and shipping address fields are blank or show "redacted".

Cause: Shopify reviews every app's request for the Protected Customer Data scope. The review usually completes in a few hours but can take longer for new stores. BinTech functions during the wait — only customer-facing fields are gated.

Fix: nothing to do. Once Shopify approves, addresses appear on every existing and future pick list automatically. If it has been more than 48 hours, email [email protected] and we will check the request from our side.

# A new order did not generate a pick list

Run through this checklist before flagging a bug.

1. Is the order assigned to a Location BinTech tracks? Open the order in Shopify and check the fulfillment location. If it is excluded in BinTech Settings → Locations, no pick list is generated.
2. Does the location have at least one bin assignment for the line items? BinTech only creates pick lists when there is something to pick. A line item with zero bin assignments will surface on the list with a "no bin" warning, but the list is still created — unless every line item is unbinned, in which case nothing is generated.
3. Has Shopify finished sending the webhook? In normal conditions BinTech receives order/create within a few seconds. During Shopify-wide incidents, webhook delivery can lag by minutes. Check status.shopify.com if the wait feels excessive.
4. Was the order placed as a draft and never marked paid? BinTech reacts to order/create from the storefront and to order/updated when a draft is converted. A pure draft sitting in the admin will not produce a pick list until it is converted.

# Bin status shows "Overassigned" but counts look right

A bin is "overassigned" when the sum of variants placed into it exceeds the bin's capacity (if you set one) or when the sum of bin quantities for a single variant exceeds Shopify's on-hand at that location.

The most common cause is a sale that decremented Shopify but the matching pick list was completed without decrementing the bin — usually because the order was fulfilled directly in Shopify with the BinTech pick list still PENDING. Resolution:

1. Open the Reconciliation page and find the variance for that variant.
2. Deduct the missing units from the bin where the order would have shipped from.
3. Consider switching Settings → Picking → Unfulfilled Pick Behavior to "Decrement assigned bins" if this happens often.

# A variance will not clear after I allocated it

Symptom: you allocated 5 units to bin A-01, the toast confirms success, but the variance still shows on the page.

Cause: a second Shopify event landed between when the variance was calculated and when you allocated. BinTech recomputes the variance after each resolution, and what you are seeing is the new state, not a stuck one.

Fix: click "Refresh variances" in the page header. If the same row reappears with the same delta, the variance is genuinely still open — recheck the bin amounts and reallocate.

# Uninstall and reinstall — what persists

Uninstalling BinTech from the Shopify admin fires Shopify's app/uninstalled webhook. BinTech reacts to that webhook by deleting your shop record immediately — bins, bin assignments, pick lists, cycle counts, and variance history are all removed in the same transaction. There is no grace period.

A reinstall after that point starts from a clean slate. Your Shopify Locations and product catalog are obviously untouched (BinTech never owned that data), but every bin map you built has to be recreated.

# Still stuck?

Email [email protected] with your shop domain and a description of what you're seeing. We respond within one business day and usually faster — there is no support tier; every customer talks to the team that built the app.