Common issues (rates, locations, notifications, inventory, timeslots)

Having trouble with Alpaca? Here are solutions to the most common questions and issues.

Why aren’t my pickup or delivery rates showing up?

• Is pickup or delivery enabled for this location?

• Is the schedule active for today?

• Are there blocked dates set for this schedule?

• Are cart items eligible for pickup/delivery (check product-level settings)?

• Is the minimum order amount met?

• Is the customer’s address inside your delivery zone?

• Is the delivery address at checkout defaulting to something else other than the postcode/zip-code you are testing for?

Still not working?
Double-check each setting in the relevant Alpaca configuration. If you still can’t resolve it, contact [email protected].

Why can’t customers see a specific location?

• Is the location enabled and marked as active in both Alpaca and Shopify?

• Is inventory available at this location (if you require stock at fulfillment location)?

• Are the right products tagged/eligible for the location?

• Is the location’s schedule set up and active?

Why didn’t a notification send?

• Is the notification template enabled in Alpaca?

• Does the customer’s order include a valid email or phone number?

• Was the trigger action (like order packed or fulfilled) completed?

• Has this notification already been sent for this order?

Tip:
Check the order’s timeline in Alpaca to see all sent notifications.

Inventory or timeslot problems?

• Are products out of stock at the location?

• Are all available timeslots already fully booked?

• Is your schedule blocking certain dates or times?

• Are you requiring inventory at the fulfillment location in your settings?

General troubleshooting steps

1. Refresh your Alpaca dashboard to load the latest settings.

2. Review your Settings for Pickup, Delivery, Shipping, and Orders & Checkout.

3. Test with a new order as a customer.

4. Check Shopify location, inventory, and product tag setups.

Need more help?
Contact Alpaca support with a description of the issue and any order numbers affected.

Looking for more detailed guides? Explore the Getting Started, Notifications, or Settings & Customization sections.