Agiled Docs

Use this checklist when a customer cannot buy, a link does not work, or an order does not look right.

Start by reproducing the issue from the public link in a private browser. This separates customer-facing checkout behavior from your signed-in workspace view.

Product Is Missing

Check that the product is active, has a valid price and currency, and is included in the storefront or checkout link product selection.

Also check whether the storefront is using Selected products. A product can be active in the catalog but still hidden from a focused storefront.

If the product was recently imported or edited, open the product record and confirm the public title, price, currency, image, and active status before changing checkout settings.

Link Is Not Available

Check whether the storefront or checkout link is active. For checkout links, also check max uses and expiration date.

If a custom domain is involved, test the same checkout on the built-in workspace domain. This separates domain issues from checkout configuration issues.

Review the accepted payment methods on the checkout link. If specific methods are checked, only those methods are available. Also confirm the payment gateway or offline method is configured in settings.

Open the same checkout page in a private window. Workspace sessions can hide customer-facing problems, especially when testing a public link from inside the app.

Price Looks Wrong

Check for a checkout link price override. If there is no override, review the product catalog price, currency, tax, and discount.

Also check quantity, selected products, coupon/promo rules, and whether the customer is opening an older shared link.

Invoice Was Not Created

Confirm Auto-generate Invoice is enabled on the storefront or checkout link and that the payment completed. If the order is unpaid or payment is partial, create or review the invoice manually.

Compare the order, payment provider record, and invoice list before retrying. Do not create a duplicate invoice until you know whether the first checkout created an order or payment that only needs manual review.

Order Is Hard to Find

Use Commerce > Orders search and filters. Try filtering by payment status, order status, or customer details.

If the customer says they paid, search by customer email and compare against the provider dashboard transaction. If the provider has a successful payment but Agiled does not show the expected order state, collect the order link, checkout link, provider transaction ID, and payment time before escalating.

Safe Retest

Use a low-value product or test checkout link when retesting payment behavior. Do not repeatedly ask the customer to retry payment until you know whether the provider captured, authorized, or declined the previous attempt.

Evidence To Collect

Before escalating checkout issues, capture:

public link
customer email
product or checkout link name
order number if one exists
payment provider transaction ID if available
amount, currency, and timestamp
exact error message or screenshot with sensitive details hidden

This prevents duplicate charges and helps separate product setup, domain, gateway, and order-sync problems.

Confirm Order State After Retest

After a retest succeeds, open the order, invoice, payment record, and provider dashboard where applicable. Confirm the customer was charged only once and that fulfillment has the right status before asking the customer to try again.

If an earlier attempt created a partial order or failed payment, add an internal note so finance and fulfillment know which attempt is valid.

Troubleshoot Checkout