Help centre

Fast answers for smooth order follow-up.

Use these step-by-step guides for linked orders, standalone orders, payment requests, shipping choices, tax IDs, and fulfillment handoff.

Quick-start workflows

Help staff complete the job with confidence.

Follow the same clear sequence whether the customer needs a no-charge replacement, a paid upgrade, a reship, or a completely new manual order.

Find an original order

Enter the complete Shopify order number and select the exact match. Order Elite loads customer, address, item, quantity, paid-price and shipping context for review.

Create a new standalone order

Select or add a customer, enter shipping and billing details, choose catalog or custom items, and enter the searchable order reference to save.

Request customer payment

Use the invoice action when a balance is owed. The Shopify order remains payment pending while the customer completes the secure payment request.

Choose shipping

Request the eligible options Shopify returns for the current store configuration, select a service, and explain any credit or surcharge. Confirm the final customer charge before saving.

Add a business tax ID

Record an optional customer-provided VAT or other business tax identifier for customs paperwork when the shipment requires it.

Confirm the result

Use the completion state and Shopify order link to confirm the order or invoice was created, then follow its payment and fulfillment progress.

Common questions

Before you contact support.

Why is an invoiced order not in fulfillment yet?

Order Elite is designed to keep work that has a balance due in Shopify until Shopify records payment. After payment, the connected fulfillment or shipping platform must still complete its normal import or refresh cycle.

Does Order Elite validate VAT or other business tax IDs?

No. The optional field records the customer-provided identifier for customs use. It does not confirm validity, change pricing, or calculate tax.

Which shipping services will I see?

Shopify returns the services eligible for the selected products and destination under the store's markets, shipping profiles, carrier setup, plan, and rules. Order Elite shows the options Shopify makes available for that request.

How does the ShipStation handoff work?

For stores with an existing Shopify-to-ShipStation connection, paid and zero-dollar follow-up orders can continue through the normal import path. Payment-pending orders wait in Shopify until Shopify records payment.

Where can staff see the follow-up history?

Order Elite links the new order reference and meaningful status details back to the original order so future staff can understand what happened from one starting point.

How do I report a problem?

Email apps@firgelliauto.com with the shop name, workflow, approximate time, and a description that excludes unnecessary customer data.

Need a hand with a workflow?

Email apps@firgelliauto.com with the shop, order workflow, and result you expected.

Email support