Troubleshoot the Order Pad
Fixes for an Order Pad that doesn't show, missing products, unexpected prices, quantities that won't add to the cart and SKUs that can't be found.
The Order Pad doesn’t show on my store
Check these in order:
- Are you signed in as a B2B buyer? Only signed-in customers who are a contact at a company see the pad, unless Show to visitors without a B2B account is on. Logged out, you see nothing where the block is.
- Is the block on your published theme? B2B Desk’s Order Pad page shows the status. Not added means it isn’t on any template of your live theme. See Check that your storefront blocks are live.
- Is the page using the right template? If you added the block to a
quick-ordertemplate, the page must be set to that template in Online Store › Pages. - Does the block have products to list? With Source set to Collection and no collection chosen, the pad shows nothing outside collection pages. The theme editor says “Choose a collection for the order pad, or add it to a collection page.”
Some products are missing
- Search and sort only cover loaded rows. Click Load more products, then search again.
- Product tag lists only products with exactly that tag, and some pages hold fewer products than Products per page.
- Out-of-stock variants set to Hide removes every variant that isn’t in stock, including backorder ones.
- Products have to be available to the buyer’s company location in Shopify.
The price isn’t what I expected
Unit price is the price Shopify gives the signed-in buyer’s company location, the same as on your product pages. Line total applies volume pricing when the quantity reaches a break. To see which catalog sets a buyer’s price and why, use Price check.
If a buyer sees retail prices, their company location is in no B2B market or its market has no catalog. The Catalogs page flags both. See Fix pricing warnings.
A row can’t be ordered
The quantity field is greyed out when the variant is Sold out, or Backorder with Out-of-stock variants set to Show, not orderable. Choose Allow backorder if the variant permits to let buyers order backorder variants.
Lines weren’t added to the cart
| Message | Fix |
|---|---|
| “Left out for invalid quantities: 2.” | Those rows break an ordering rule. Fix the highlighted quantities. |
| “Not added: 1. See the highlighted rows.” | Shopify refused those lines, often for stock. The reason shows on each row, and the rest were added. |
| “Could not add to cart. Try again.” | The cart didn’t respond. Try again in a moment. |
The cart drawer doesn’t update
After adding, the pad tells your theme the cart changed using the cart events most themes listen for. If your theme’s cart drawer or cart count doesn’t refresh, click View cart in the pad’s message to open the cart page, which always shows the current cart.
A pasted SKU says “Not found or unavailable”
The SKU has to match exactly, ignoring case, belong to an active product, and be in a catalog the buyer’s company location gets. Logged-out visitors can only fill in rows already on the page. See Paste SKUs or upload a CSV.