Sell Items or Sold Items is missing#
Open the customer account editor from Theme Setup. Confirm the pages are added, saved and included in the menu. Test while signed in as a customer. See Customer account setup.
A purchase cannot be listed#
Check payment, fulfilment/delivery, ownership, refunds, the returns hold, active exclusions and an existing listing reservation. A missing source product can prevent verification. See Eligibility.
A listing cannot be submitted#
Confirm the grade, cleaning and damage answers, damage description when needed, a processed current photo, a positive AUD asking price, shipping address/country and accepted seller terms.
An approved item is missing from the store#
Check publication status and Health. Verify Online Store availability and the selected template. Retry a failed publication using the supported action before creating a separate product manually.
A theme block appears only in the editor#
Some blocks use sample editor content. On the live store, Seller note needs a note, Seller photos needs processed images, Related Pre-Loved Products needs another matching live listing, and Resell Reminder needs a nonzero interval on a new product.
No shipping rate appears at checkout#
Check the Encored Pre-Loved location’s profile, delivery zone and rates in Shopify. Connecting a label account in Encored does not create those checkout rates.
A label fails to download#
Check Shipping provider connection, service, parcel and the seller origin address. Check whether the sale already has a label. Share the visible issue with Encored if the purchase keeps failing.
Seller credit is still pending#
Check dispatch, Shopify delivery, inspection deadline, any open dispute and payment/refund status. A label purchase is not delivery. Review Finance for issuance or reversal exceptions.
An email did not arrive#
Review Notifications delivery history, saved template/branding, the customer destination and a staff test send. Shopify sends the store-credit email separately.
A staff action is unavailable#
Check role and explicit permissions with your Program Owner. See Staff roles.
Contact support#
Contact Encored with the listing/sale reference, the visible error and the step you were completing.