FAQ & troubleshooting

Quick answers to the questions merchants ask most, and fixes for common issues.

Does IndiSell hold my money?

No. Payments settle directly into your own gateway accounts. IndiSell orchestrates the checkout and creates the order; it never touches the funds.

Do I have to replatform or rebuild my theme?

No. IndiSell installs as a single script (or a theme app embed) on your existing Shopify store. Your theme, products and admin stay exactly as they are.

Can I use my own domain / branding?

Yes. Set your logo, colour, store name and fonts in Widget Studio. The checkout carries your brand, not ours.

A shopper says they didn't get the OTP

Codes fall back across channels automatically (WhatsApp → SMS or vice-versa). If it persists, check that the phone number was entered correctly and isn't on a Do-Not-Disturb registry for SMS; WhatsApp usually still lands. See OTP delivery.

A high-risk order still got COD — why?

The Fraud analysis panel and the COD decision use different thresholds. The panel is a heads-up; the block/allow decision is your risk-score bands. Tighten your bands or add a hard rule (pincode, same-day cap, outside-India) under Pincode rules, caps & auto-block.

The checkout isn't opening on my store

Confirm the store shows <span class="pill green">Connected</span> in Store details, and that the checkout script/app-embed is enabled. If you recently changed themes, re-enable the IndiSell Checkout app embed under Online Store → Themes → Customize → App embeds.

COD orders aren't showing in Google Ads

Connect Google Ads under Conversions and enable offline conversions. COD conversions upload when the order is paid (delivered), not at checkout — so allow for the delivery lag.

How do I test without affecting shoppers?

Use the Preview link in Widget Studio — it runs the real checkout for you only, while shoppers still see your normal store.

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Still stuck? Email [email protected] with your store URL and a screenshot — we'll get you sorted.