When an email, PDF, or draft order hasn’t appeared, start with the quote and Operations in Shopify Admin. You need the app’s Admin role to use these tools.
Check Operations
The Workflow operations page shows health checks, catalog sync status, conversions requiring attention, pending webhooks, privacy requests, quarantined uploads, pending PDFs, and background jobs.
Read Recent errors for the job type, error, and attempt count. Background workers retry failures automatically. After correcting the cause, use Retry if failed for a failed job.
If several kinds of work are stuck, ask your app administrator to check that the worker is running and that Shopify, mail, scanning, and document storage connections are available.
A buyer hasn’t received an email
Check these settings first:
- Email buyers and the shop contact about quote updates is enabled.
- QuoteWick customer-account page URL contains the correct published HTTPS page root.
- The buyer has a valid email address on the quote.
- The server has
SMTP_URLandMAIL_FROMconfigured, with a worker running.
Inspect the delivery error in Operations. The email guide covers the page URL, test delivery, and reminder settings.
A reminder may have been stopped because the buyer responded, the offer changed, or the quote closed. Disabling optional email also suppresses queued deliveries; re-enabling it does not resend those suppressed emails.
A PDF or attachment is still pending
Published offers need a background job to generate their PDFs. Look under Pending PDFs and Recent errors.
Attachments need a clean scan before download. Look under Quarantined uploads and ask your app administrator to investigate scanning errors. Buyers can refresh the quote after the issue is resolved.
A conversion needs review
Open the quote and read the reported reason. It may need attention to inventory, current catalog details, payment terms, buyer permissions, or a Shopify request.
After resolving the cause, use Conversion recovery:
- Retry after resolving failure is for a rejected conversion where draft creation has not started.
- Reconcile existing draft checks for a matching Shopify draft. You can supply a Known Shopify draft ID when you have one.
Reconciliation verifies the accepted revision, items, quantities, prices, currency, payment terms, and purchasing company before linking the draft.
A Shopify request may have succeeded
If the quote says the outcome is uncertain, reconcile it first. Repeating creation could produce another draft order.
If reconciliation cannot settle the result, involve the app administrator. The support recovery process requires evidence that Shopify did not create the draft and checks the earlier attempt before allowing another one.
Keep working from the existing quote so its acceptance and recovery history stay together.
What to expect
Operations shows where work is waiting or failing, while the quote’s recovery tools help resolve conversion problems.