Support

The "Issues found" number doesn't match the numbers next to each issue. Why?

Origova counts two different things. "Issues found" counts findings — one detected problem, which can cover several product variants at once. The number next to each issue type counts affected items (individual variants). Product-level issues like missing material or a vague title are evaluated once per product, since fixing them once fixes every variant of that product in a single click. Variant-level issues like HS code, country of origin, and weight are counted per variant, since Shopify stores those values separately for each one. A store can correctly show "17 issues found" while the issue list adds up to 31 affected items — both numbers are right, they're just counting different things.

How is the catalog readiness percentage calculated?

Readiness = items fixed ÷ (items fixed + items currently affected by open issues). For example, 46 items fixed with 17 open findings covering the remaining items shows as "46 of 63 issues resolved," or 73% ready.

If I change a value in Shopify, will Origova notice?

Yes. When a product, variant, or its customs data changes in your Shopify admin, Shopify notifies Origova and the affected items refresh within seconds — no action needed. That includes country of origin, HS code, and weight, which Shopify stores on the variant's inventory item rather than on the product. Running a scan performs a full reconciliation of your whole catalog; it's the guaranteed-current option to run before handing an export to a broker.

Why does Origova now ask for inventory permissions?

Country of origin, HS code, and weight aren't product fields in Shopify — they're stored on the inventory item. The read_inventory and write_inventory permissions are what allow Origova to read those three fields, notice when you edit them in the Shopify admin, and write your corrections back.

Origova uses only the customs fields on an inventory item. It does not read or change stock quantities, inventory levels, transfers, or shipments, and it never accesses customers, orders, or payment data.

You'll also see read_locations on the permission screen. Shopify links every inventory item to the locations that stock it, so inventory access can't be granted without it. Origova reads no location data of its own, shows none in the app, and never requests write access to locations. If you installed Origova before these permissions existed, Shopify will ask you to approve the updated set the next time you open the app. See the full permissions breakdown in the docs.

I entered a weight in pounds. Does Origova convert it?

No. The weight is written to Shopify in the unit you chose, and shown back to you in that same unit everywhere — the fix preview, your fix history, and the Shopify admin. Weights are stored internally in kilograms so rules compare consistently across a catalog entered in mixed units, but you never see that conversion. Type 50 lb and you'll see 50 lb.

What does "Changed since this fix" mean in my fix history?

It means Shopify no longer holds the value Origova set in that batch — usually because it was edited in the Shopify admin afterwards, or overwritten by a later fix.

Fix history is an audit trail, not a live mirror. Each entry permanently records what Origova set and when, and is never rewritten — an audit trail that quietly updates itself couldn't tell you what was declared on the day a shipment left. The notice flags that the current value has drifted, so you can run a scan to refresh, without losing the record of what was originally applied.

What happens if I delete a product in Shopify?

Its catalog entry is marked inactive and drops out of future scans and exports. The fix history that references it is preserved, so deleting a product never erases your record of what you corrected on it.

A product was flagged as missing an HS code or country of origin, but there are no shipping details on the product. Why?

Shopify stores customs data (HS code, country of origin, weight) on each variant's inventory item, under the product's Shipping section — and that section only appears when "This is a physical product" is checked. If a product has no shipping details at all, those customs fields genuinely don't exist yet, which is exactly why Origova flags them: customs paperwork will need them even if the Shopify admin hasn't asked you for them. For genuinely non-physical items (digital products, services, gift cards), select them and click Ignore selected instead — they'll stay excluded from future scans.

I fixed Material in Origova, but I can't find a Material field on my Shopify product page. Where did it go?

Material isn't a built-in Shopify product field, so Origova stores it the standard way: as a product metafield (namespace and key custom.material). The value is saved — Origova's own rescans read it back, which is why fixed items stop being flagged. Shopify's admin just hides metafields that don't have a definition yet. To make Material visible and editable on every product page, go to Settings → Custom data → Products → Add definition, name it "Material", set the namespace and key to custom.material, and choose the "Single line text" type.

Why do gift cards show up as compliance issues?

Origova currently scans every active product, including gift cards and other non-physical items. Since these genuinely have no HS code, weight, or country of origin, they'll appear as open issues that can't be meaningfully fixed. Select them and click Ignore selected — ignored items stay ignored on future scans until you undo the ignore from the Issues fixed tab.

Will a fixed item come back as an issue on the next scan?

No. Applying a fix writes the new value directly to your Shopify product or variant, not just to Origova's internal copy. The next scan reads current Shopify data and won't re-flag a value that's already been corrected. If a fixed item does reappear, the value was changed again in Shopify after the fix — edited manually in the admin, for instance. Origova picks that change up automatically and marks the affected row in your fix history as Changed since this fix.

What does "Undo" do on an applied fix?

Undo reverts every item in that batch back to its value before the fix — in Shopify itself, not just inside Origova. The related findings reopen and will appear again on your next scan. When one issue type has been fixed across several batches, the group header offers Undo all, which reverts those batches newest first so overlapping corrections unwind in the order they were applied.

What's in the export files?

The full catalog export includes every active product with all compliance fields: country of origin, HS code, weight, material, description, and category. Per-issue exports (like "missing HS code") include only the affected items, the specific field, and its current value — useful for handing to a customs broker or bulk-editing offline. Edits made in Shopify sync back automatically, but a fresh scan is the one action that guarantees a full reconciliation — worth doing before an export that someone else will rely on.

We run more than one Shopify store. Is our data kept separate?

Yes. Every store that installs Origova has fully isolated data — catalog items, scan history, findings, fixes, and exports are visible only to the store they belong to, even if multiple stores are owned by the same organization.