Frequently asked questions

These are the questions we hear most. Each answer links to the guide where you can go deeper, and every one is grounded in how CIQRA actually works — no promises about features that don’t exist. If your question isn’t here, try the troubleshooting guides or get in touch.

How do I get started with CIQRA?

Your CIQRA account is created when your store is set up, and you sign in through a secure two-step flow. From there, the Getting started guides walk you through your dashboard, store setup, and a go-live checklist.

Why isn’t my product showing on my storefront?

The usual causes are that the product is a draft rather than published, has a future scheduled publish date, isn’t assigned to the category or collection being browsed, is out of stock (sold-out items can be hidden), or the search index hasn’t caught up yet. See A product isn’t showing on my storefront.

What’s the difference between on hand, reserved and available stock?

On hand is the physical units you hold, reserved is units committed to unfulfilled orders, and available is what’s sellable — on hand minus reserved. Inventory is tracked per location. See Track inventory.

Why did my available stock drop before I shipped an order?

Stock is reserved the moment an order is placed. Those units are committed to the unfulfilled order, which lowers available stock even though nothing has shipped yet — this is expected. See An order is stuck or won’t fulfil.

How does CIQRA Pay work?

CIQRA Pay is your store’s payments engine, built on Stripe Connect. Shoppers’ payments flow through it and settle to you as payouts, and refunds flow back through the same system. See Payments — CIQRA Pay.

Why can’t my store take payments?

On a new store, the most common reason is that CIQRA Pay onboarding isn’t complete, so charges can’t be captured. Other causes include a card declined by the shopper’s bank, a currency that isn’t enabled, or a risk/reserve hold on a new account. See A payment was declined or can’t be taken.

How do refunds work?

Refunds go back through CIQRA Pay to the original payment — you don’t refund customers by hand outside the platform. You start a refund from the order. See Handle returns and refunds.

Why isn’t shipping calculating at checkout?

CIQRA quotes shipping from zones and table-rate methods. If no zone matches the shopper’s destination, the matching zone has no rate, or the products are missing the weight/attributes a rate needs, no option can be calculated. See Shipping isn’t calculating at checkout.

Why is tax missing or wrong at checkout?

Tax comes from a product’s tax class and the rates within it. If the product has no tax class set, or there’s no rate for the shopper’s region, no tax is applied. A more specific rate can also override a general one. See Taxes — classes and rates.

Why is my conversion-tracking destination not receiving events?

CIQRA tracking is server-side (S2S). Check that the destination is enabled, its credentials/secrets are set, consent has been granted, and that you’ve run the test event to confirm the connection. See A conversion-tracking destination isn’t receiving events.

Why do my analytics show no data?

Analytics is first-party and consent-aware, so data accrues only when shoppers grant consent. Empty reports are also commonly a date range that misses the activity, or a brand-new store that hasn’t accumulated events yet. See Understand your analytics.

I can’t sign in — what should I do?

Sign-in is a two-step flow (password plus a 2FA code) on a dedicated CIQRA identity page. Make sure you complete both steps. If you’ve lost your 2FA device, codes can’t be bypassed — recover access through your workspace owner or support. See I can’t sign in to my admin.