What if the block doesn't appear in the cart?
- Check that the feature is onConfirm that 「複数配送先機能を有効にする」 (Enable multiple shipping addresses) is on in settings. Next to the heading on the Home page, 「ストアで有効」 (Enabled on store) or 「無効」 (Disabled) is shown.
- Check your themeConfirm that the 「配送先を分ける」 (Split shipping addresses) block is added to the cart template and saved.
- Check your target productsConfirm that the target products in settings (collections or tags) include the items in the cart. If there are no target products in the cart, the block doesn't appear.
- Check the cart contentsThe block doesn't appear when the cart is empty.
What if 「配送先が未選択の商品があります」 (Some items have no shipping address selected) stops checkout?
Assign an address to every item. If a quantity is split, all of the quantity must be assigned. If it's fine to send unassigned items to address ①, change 「未割り当て商品の扱い」 (Unassigned items) in settings to 「配送先①へ自動割り当てする」 (Auto-assign to address ①).
What if an order isn't split?
- In the split orders list, set the status to 「すべて」 (All) and the period to 「すべて」 (All), then look for the order.
- If it shows 「対象外」 (Skipped): Orders that actually used only one address aren't split. Orders whose original order was canceled before splitting are also skipped.
- If it isn't in the list: Orders placed without going through the 「配送先を分ける」 (Split shipping addresses) block aren't eligible for splitting. To route the theme's checkout button through the app, check that the block setting 「テーマの『購入手続きへ』ボタンもこのアプリ経由にする」 (Route the theme's checkout button through this app too) is on.
- If it shows 「保留(手動承認待ち)」 (On hold (awaiting approval)): Choose 「承認して分割」 (Approve and split).
- If it shows 「処理待ち」 (Pending) or 「処理中…」 (Processing): Check the status again after a while. If it fails partway through, it's retried automatically.
What if a split shows 「失敗」 (Failed)?
The original order is not canceled and stays ready to ship. In the split orders list, select the row to check the processing history, then act based on the error type.
| Error type | What to do |
|---|---|
| 「金額不整合」 (Amount mismatch) | Because of tax or discount settings, the split total didn't match the original order. This won't resolve automatically, so handle it manually, for example by shipping the original order as it is. |
| 「APIエラー」 (API error) / 「在庫エラー」 (Inventory error) / 「不明なエラー」 (Unknown error) | Rerun with 「リトライ」 (Retry). You can retry as many times as you need. |
| 「配送先データが見つかりません」 (Address data not found) | The order couldn't be split because the address information wasn't found. There's no automatic retry. You can rerun it with 「リトライ」 (Retry), and the original order can be shipped as it is. |
| 「元注文のキャンセルに失敗しました」 (Failed to cancel the original order) | The split orders were created, but the original order wasn't canceled. To avoid shipping twice, cancel the original order manually in the Shopify admin. |
With 「元注文のキャンセルに失敗しました」 (Failed to cancel the original order), both the original order and the split orders are ready to ship. Always cancel the original order manually before shipping.
When 「要対応エラー」 (Errors needing action) on the Home page isn't 0, you can open the list of failed splits from there.
What if another app's checkout rules prevent splitting?
If checkout rules set by another app reject completing a split order, splitting may fail. In that case, the status in the split orders list becomes 「失敗」 (Failed), and you can select the row to see the error in the processing history.
- Check the original orderThe original order isn't canceled and is still there. It's ready to ship.
- Check other apps' checkout rulesCheck whether any checkout rules or restrictions from other apps you've installed apply to the split orders.
- Adjust the rules and retryAfter reviewing the rules, rerun the split with 「リトライ」 (Retry) in the split orders list. If you decide not to split, you can ship the original order as it is.
What if the address book doesn't appear or doesn't work?
- The address book is a feature of the Standard plan and above. On the Free plan, 「配送先帳のご利用にはStandard以上のプランが必要です。」 (The address book requires the Standard plan or higher.) appears.
- It isn't shown to customers who aren't logged in. 「配送先帳から選ぶ」 (Choose from address book) in the cart is also shown only to logged-in customers.
- With legacy customer accounts: In the theme editor, confirm that the 「配送先帳」 (Address book) block is added to the customers/account template and saved.
- With new customer accounts: You don't need to add a block. Check that it appears below the addresses section on the Profile page.
What should I send if the problem isn't solved?
- Shopify store URL
- The affected order numbers (original order and split orders)
- The status in the split orders list and the error shown in the processing history
- Your current plan
- When it happened, and your device, OS, and browser
- What the screen shows (without any confidential information)
FAQ
Can I ship an order whose split failed?
Yes. When splitting fails, the original order isn't canceled and stays ready to ship. However, if the error is 「元注文のキャンセルに失敗しました」 (Failed to cancel the original order), the split orders have already been created, so cancel the original order manually.
On the Free plan, does order splitting stop after 10 orders in a month?
No, it doesn't stop. Up to 10 orders a month are free, and from the 11th order, each original order that is split is charged $1.99 as a usage charge (one charge however many addresses it is split into). If 「Free枠超過時は分割を保留し手動承認制にする」 (Hold splits over the Free allowance for manual approval) is turned on in the settings, orders from the 11th are held, and only the ones you approve are split.
On the Free plan, does splitting stop when I reach the usage charge cap?
No. Even when you reach the monthly usage charge cap ($75 by default, changeable on the pricing screen), splitting continues, and anything over the cap is not charged.
I chose a plan, but it isn't reflected.
The plan takes effect after you approve it on Shopify's approval screen. Reopen the screen after approving.
If I edit the address book, do the addresses on past orders change?
No. Orders use a copy of the address as it was at the time of the order.
How long are the addresses buyers enter kept?
Addresses entered for purchases that weren't completed are deleted automatically after 72 hours, and addresses for orders that were split are deleted after 90 days. The split history and order numbers are kept. The address book is kept until the customer deletes the entries.
The 「追加配送先の送料」 (Additional address shipping fee) product shows up in search results and collections.
Because of how it's added to the cart, the product must be published to the Online Store, and the app can't unpublish it. We recommend excluding it from your theme's collection lists and search (exclude it by the tag multiship-surcharge, or hide it with the Search & Discovery app). The app adds the tag automatically. Don't delete the product.
Do test orders count toward the free allowance and usage charges?
Yes. Test orders are split too and count toward the free allowance and usage charges. On the Free plan, each split from the 11th on is subject to a $1.99 usage charge.
What happens to my data if I uninstall the app?
Your settings and history are kept, and they carry over if you reinstall. After reinstalling, your plan starts on Free. About 48 hours after you uninstall, Shopify sends a data deletion request, and all of your store's data is then deleted.