Skip to content

article

StretchShop FAQ & Troubleshooting

Quick answers to common questions and clear fixes for the errors you're most likely to encounter across catalog, checkout, orders, payments, and permissions.

Frequently asked questions

How is money stored? Always as integer cents. A price of 9900 means $99.00. This keeps every total exact — always think in whole cents.

What currency does my store use? CAD by default; you can set another (for example USD). Within a single cart, every item must share the same currency.

Who can see my store's data? Only your organization. StretchShop is org-scoped, so you never see another tenant's data and they never see yours — even IDs supplied in a request are overridden with your authenticated organization.

What are the order statuses? pending, paid, fulfilled, cancelled, and refunded. Cancelling and refunding each restock inventory once.

Why isn't my product on the storefront? Its status must be active. Products in draft or archived don't appear to buyers.

Do I need Stripe to test? You can build carts and orders without live payments, but charging real cards requires online payments to be enabled and Stripe onboarding to be complete.

Do refunds go back to the card automatically? If online payments are enabled and the order has a captured payment, StretchShop creates the Stripe refund first, then marks the order refunded. Otherwise the refund is recorded locally.

Checkout and cart errors

  • "Cart not open" — the cart was already checked out or cleared. Start a new cart; you can only modify carts in the open state.
  • "Cart empty" — add at least one item before checking out.
  • "Currency mismatch" — an item's currency differs from the cart's. Keep one currency per cart.
  • "Shipping address required" — physical, stock-tracked items need a shipping address before checkout.
  • "Shipping rate required" / "not applicable" — select a rate that covers the cart's address; refetch rates if you changed the address.
  • "Insufficient stock" — the requested quantity exceeds what's available; the response shows available vs. requested. Restock, adjust, or lower the quantity.
  • "Idempotency key reused" — that key already created an order. Read back the existing order instead of retrying with the same key. Always send a fresh key per distinct checkout.
  • "Total negative" — discounts and credits exceed the order total; reduce the discount or gift-card amount applied.

Catalog and inventory errors

  • "Product/variant/collection title required" — provide a title before saving.
  • Duplicate handle or barcode — these must be unique in your store; change the conflicting value.
  • "Inventory cannot be negative" — a negative adjustment would drop stock below zero; lower the amount.
  • A sale didn't reduce stock — the item has track inventory turned off; enable it to count down.

Discount and gift-card errors

  • "Discount not applicable / expired / not started / usage exceeded" — the code fails a rule: scope, minimum subtotal, date window, or usage limit. Check each condition, or issue a new code.
  • Two discounts won't combine — at least one isn't marked stackable.
  • Gift-card balance looks wrong — use lookup to confirm, then adjust with a reason to correct it.

Payments and engine

  • "Payments disabled" — online payments aren't enabled for your workspace; contact your administrator.
  • "Payment account required / restricted" — Stripe onboarding isn't complete or your account can't yet accept charges; finish onboarding.
  • Webhook signature errors — payment confirmations rely on a correctly configured webhook secret; an administrator should verify the payment configuration.
  • "Engine disabled" — AI recommendations, offers, and risk require the offer engine to be enabled; contact your administrator.

Access and general

  • "Unauthorized" / "organization required" — your session isn't providing valid workspace/organization context; sign back in through your workspace, and confirm your staff role grants the action.
  • A teammate can't perform an action — check their role's permissions or assign a more capable role.
  • Something looks stale — StretchShop reads live data but updates the view on load; click Refresh.
  • Still stuck? Note the exact error message (its code and details) and the steps to reproduce, then contact support — precise codes make issues fast to resolve.

Tips

  • Send a unique idempotency key from every checkout action to prevent duplicate orders.
  • Prefer archive/disable over hard deletion to preserve order and redemption history.
  • Keep track inventory and low-stock thresholds set so you never oversell or run out silently.
  • Enter money and tax carefully — money is cents and tax is basis points.

Was this helpful?

Help us improve this article

Use these controls to share whether this answer solved the issue. Feedback helps prioritize updates to StretchSuite Support.