Getting unstuck
Most questions are about mapping your options app's properties to a packet. That is a two-minute fix.
My property names are not recognised
Open Settings → Packet template and add a mapping. Matching is case-insensitive and supports wildcards, so engrav* catches "Engraving text" and "Engraving font". Unmapped properties are still kept in the packet, so nothing is lost while you refine the template.
The import says no line items were parsed
Make sure you exported Orders as CSV from Shopify admin, not a product export. If you use a custom format, include the columns order, customer, product, personalization.
A proof link will not open
Offline proof links carry the packet in the link itself and work forever. Server links expire when a new version is sent. If a link has truly expired, send a fresh round from the job's Proof tab.
Still stuck?
Email hello@costcliff.com with the order number and a screenshot of the packet. We answer in one business day.