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Common Issues

This guide addresses frequently encountered issues in Atom Commerce and provides step-by-step solutions.

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Offer Creation Issues

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Offers Not Applying to Orders

If your offers aren’t being applied to customer orders:
  1. Check Offer Status: Ensure the offer is active in the Offers dashboard
  2. Verify Dates: Confirm the offer’s start date has passed and end date hasn’t occurred
  3. Review Conditions: Make sure all offer conditions are correctly configured
  4. Check Product Availability: Confirm the products in the offer are in stock
  5. Test with Different Scenarios: Try different cart configurations to test the offer

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Can’t Save an Offer

If you’re unable to save a new offer or changes to an existing offer:
  1. Look for Validation Errors: Red error messages should indicate the problem
  2. Check Required Fields: Ensure all required fields are completed
  3. Verify Product Selection: Make sure products or collections are properly selected
  4. Check Discount Values: Ensure discount amounts or percentages are valid
  5. Review Date Settings: Confirm start and end dates are set correctly

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Shopify Integration Issues

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Connection Problems

If your Shopify store disconnects or shows integration errors:
  1. Check Connection Status: Go to Settings > Shopify Integration to verify status
  2. Verify API Access: Ensure API permissions haven’t been revoked in Shopify
  3. Reconnect the Store: Try disconnecting and reconnecting your store
  4. Check for Shopify Outages: Verify Shopify’s system status
  5. Contact Support: If problems persist, contact Atom Commerce support

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Product Synchronization Issues

If products aren’t syncing correctly:
  1. Check Last Sync Time: Verify when the last successful sync occurred
  2. Force Manual Sync: Try a manual synchronization from Settings
  3. Look for Specific Errors: Check for error messages in the sync logs
  4. Verify Product Status: Ensure products are published in Shopify
  5. Check for Large Catalog Issues: Very large catalogs may take longer to sync

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Reporting and Analytics Issues

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Missing or Incomplete Data

If reports or analytics appear incomplete:
  1. Verify Date Range: Ensure you’ve selected the correct date range
  2. Check Data Processing: Recent data may still be processing
  3. Look for Filtering Issues: Remove filters that might be excluding data
  4. Verify Offer Tagging: Make sure offers are properly tagged for reporting
  5. Clear Cache: Try refreshing the page or clearing your browser cache

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Export Problems

If you’re having trouble exporting reports:
  1. Check File Size: Very large exports may time out
  2. Try Different Format: Switch between CSV, Excel, or PDF formats
  3. Reduce Data Size: Export a smaller date range or fewer metrics
  4. Check Browser Downloads: Ensure downloads aren’t being blocked
  5. Try Again Later: System load may temporarily affect export capabilities

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Account and Access Issues

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Login Problems

If you’re unable to log in to your account:
  1. Verify Credentials: Ensure your email and password are correct
  2. Check Account Status: Verify your account is active
  3. Reset Password: Use the “Forgot Password” option
  4. Clear Browser Cache: Try clearing cookies and cache
  5. Use a Different Browser: Switch browsers to eliminate browser-specific issues

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Permission Issues

If you’re unable to access certain features:
  1. Check User Role: Verify your assigned role has the necessary permissions
  2. Contact Account Admin: Ask your account administrator to modify permissions
  3. Verify Subscription Level: Certain features may require a higher subscription tier
  4. Check for Temporary Restrictions: Some features may be temporarily unavailable

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Performance Issues

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Slow Loading Times

If the application is loading slowly:
  1. Check Internet Connection: Verify your internet speed
  2. Clear Browser Cache: Clear cookies and cached data
  3. Close Unused Tabs: Too many open tabs can slow performance
  4. Check for Large Data Sets: Filtering to smaller data sets may improve speed
  5. Try a Different Browser: Some browsers may perform better than others

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Testing Your Offers

If you need to verify that your offers are working correctly before they go live, Atom Commerce provides a testing tool to help you validate discount behavior.

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Using the Offer Testing Tool

  1. Access the Testing Tool: Navigate to https://admin-us-central1.atomcommerce.io/testOffers
  2. Select Your Discount: Use the dropdown at the top of the screen to choose the discount you want to test
  3. Test Your Discount: You have two options:
    • Manual Testing: Add specific products manually to a test cart to see how the discount applies
    • AI Agent Testing: Click Test with Agent to open a copilot tool that will automatically add items to a test cart and help you test the discount
The AI Agent testing feature can help you quickly test different scenarios and cart configurations without manually building test carts.

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When to Use the Testing Tool

Use the offer testing tool when:
  • You’ve created a new offer and want to verify it works as expected
  • An offer isn’t applying correctly and you need to debug the issue
  • You want to test different cart configurations to understand discount behavior
  • You need to validate complex discount rules before going live

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Getting Additional Help

If you’ve tried the troubleshooting steps and still need assistance:
  1. Check Documentation: Review other documentation sections for guidance
  2. Use the Testing Tool: Test your offers using the offer testing tool to identify issues
  3. Contact Support: Reach out to Atom Commerce support via the help icon in the application
  4. Provide Details: Include specific error messages and steps to reproduce issues
  5. Share Screenshots: Visual documentation can help identify problems