Help
Support
Trenvano adds a cash on delivery button and offers to your Shopify product pages, sends the shopper to Shopify checkout, and writes every order Shopify creates into the Google Sheets your team already works from. If any part of that is not doing what you expect, we would rather hear about it than have you work around it.
Get in touch
- support@trenvano.com
- Response time
- Within 2 business days, Monday to Friday.
- Language
- English and French
To get a useful answer on the first reply, tell us your .myshopify.com domain, what you expected to happen, what happened instead, and the order number if there is one. A screenshot of the screen you are on helps more than a description of it.
Things worth checking first
The cash on delivery button is not showing
The button is a theme app embed. Switch on Trenvano under App embeds in the Shopify theme editor and save the theme before it will appear. The dashboard in the app links straight to the right place. Check also that the widget is switched on in the app.
Cash on delivery is missing at checkout
Shopify checkout shows the payment methods your store offers. Trenvano does not add one. In your Shopify admin, open Settings, then Payments, and under Manual payment methods add Cash on Delivery (COD). Once it exists, Trenvano lists it first in checkout.
Orders are not reaching a sheet
Open the app and look at the recent orders. Trenvano records every order it handled, which sheets it tried to write to, and why any of them failed, and it lets you retry a failed delivery. The two most common causes are a product with no routing rule pointing at a sheet, and a Google account that needs reconnecting.
Google says the connection needs attention
Google access can lapse if the grant was revoked, if the password changed, or if the spreadsheet was deleted or moved. Reconnect the account in the app and routing resumes. Orders that failed while it was down can be retried.
You cannot connect another spreadsheet
Orders and routing rules are unlimited on every plan. What a plan limits is the number of Google spreadsheets you can connect. You can always add another tab to a spreadsheet you have already connected, or move to a larger plan for more spreadsheets. The plans are listed in the terms of service.
The app has stopped processing orders
Trenvano works only while your store has an active subscription or free trial. If your trial ended or your subscription was cancelled, open the app and choose a plan. Your settings are kept.
Data and privacy questions
The privacy policy sets out exactly what Trenvano stores, what it passes straight to Shopify, what access it asks for in your Google account, and how to withdraw that access.
If one of your customers asks what data is held about them, the answer lives in your Shopify admin and in your own spreadsheets. Trenvano does not keep their name, address or contact details in its own database. Ask us if you need help answering them.
Cancelling
Change your plan or uninstall the app from your Shopify admin at any time. Uninstalling ends the subscription at the end of the period you have paid for. Rows already written into your Google Sheets stay where they are, in your own Google account. Everything Trenvano holds about your shop is deleted 48 hours after uninstall, when Shopify sends the shop redaction request, so export anything you want to keep before then.