FAQ

Common questions, tips, and edge cases.

General

What happens if the customer wants different items when they return?

No problem. If the POS order contains different items than the original layaway (e.g., the customer swaps a size or changes their mind about a product), the layaway automatically updates to match the order. The old items are unreserved, and the new items follow normal Shopify order handling.

Can I reassign a layaway to a different customer?

Yes, as long as the layaway is still in "Reserved" status (no order linked yet). Load the layaway via "Edit in Cart" on POS, change the customer on the cart, and tap "Update Layaway". Once an order is linked, the customer cannot be changed through the layaway — any changes would need to happen on the Shopify order side.

Can I create a layaway without a customer?

No. A customer must be attached to the POS cart before creating a layaway. The app needs a customer record to send notifications and track the layaway.

Payments

Does the app process payments?

No. The app tracks payments but does not process them. All payments go through Shopify's normal payment system. The app syncs payment information from Shopify orders via webhooks.

Can customers make partial payments (deposits)?

Yes, as long as your Shopify POS setup supports it. The layaway will show as "Partially Paid" and track the remaining balance. It stays In Progress until fully paid and fulfilled.

What happens if I refund a linked order?

• Full refund or void: The layaway automatically moves to Canceled status.
• Partial refund: The layaway stays In Progress, and the refunded amount is reflected in the payment breakdown.

Inventory

What happens if I reserve more than what is available?

The app will reserve the full quantity you requested, even if it exceeds the available stock. This means the available inventory can go negative. The app trusts that the cashier or admin knows what they are doing — for example, you may be expecting a restock soon. Just be aware that negative available inventory means those items are technically oversold at that location.

How do I release inventory from a layaway?

Use the Restock action on the detail page (or on POS). This releases reserved inventory back to available, but it also closes the layaway — the status moves to "Restocked" (terminal). There is no way to release inventory while keeping the layaway open. If you need to start over, you would need to create a new layaway. Restock is only available for layaways in Reserved status (before an order is linked). Once an order is linked, inventory is managed by the Shopify order — restocking/returns would be done through the Shopify order itself.

Can I see what is reserved in Shopify?

Yes. Reserved quantities appear in your Shopify admin under inventory management. The app uses Shopify's built-in reserved inventory bucket.

Statuses & Lifecycle

What does "Needs Attention" mean?

It means a layaway has expired or been canceled, but it still has an open Shopify order attached. The app cannot automatically resolve this -- you need to manually decide what to do with the order (refund it, complete it, or cancel it).

Can I manually complete a layaway?

No. A layaway can only be completed when the linked Shopify order is fully paid and fulfilled. If you need to close a layaway that has no order yet (still "Reserved"), you can Restock it to release the inventory and close the layaway.

Why is my layaway still showing in the list after it completed?

It may not have been archived yet. Layaways with linked orders are only archived when the Shopify order is closed. Check the order status in Shopify -- once it is closed, the layaway will be archived and disappear from the default list view.

Can a layaway go back to a previous status?

No. Terminal statuses (Completed, Expired, Canceled, Restocked) are final. The layaway cannot return to Reserved or In Progress once it reaches a terminal status.

Expiration & Notifications

Can I turn off all notifications?

Yes. Turn off all the toggles in Settings under Notifications. However, we recommend keeping at least the manager notifications on so your team is aware of expiring layaways.

I extended the expiration date. Will the customer get another "expiring soon" email?

Yes. When you extend the expiration date, the "expiring soon" notification timer resets. The customer (and/or manager) will receive a new notification based on the updated date, according to your lead time setting.

What language are notifications sent in?

Notifications use the default language set in your Settings -- currently English or French.

App & Technical

What happens if I uninstall the app?

• Existing layaways will naturally expire, but no expiration notifications will be sent since the app is no longer running.
• Reserved inventory may remain in the "reserved" state in Shopify. Inventory reserved by apps cannot be manually edited — to release it, you would need to reinstall the app and restock the layaways manually.
• Layaway data is retained for a period in case you reinstall.

Does the app work with multiple locations?

Yes. Each layaway is tied to the POS location where it was created. Inventory is reserved at that specific location. On POS, the Layaway Orders tile shows layaways for your current location. On the web admin dashboard, you can filter the list view by location to see layaways from any store.

Does the app work with Shopify's online store?

The app is designed for Shopify POS (in-store) use. Layaways are created and managed from the POS device using the Create Layaway and Layaways tiles. The web admin dashboard provides additional features like stats, advanced filtering across all locations, and settings configuration.

Why is my available inventory negative?

This happens when a layaway reserved more units than were available. The app allows this intentionally — see "What happens if I reserve more than what is available?" above. The negative count will resolve when inventory is restocked or when the layaway is restocked/expired and the reserved inventory is released.

Tips for Daily Use

1. Check "Needs Attention" every morning. These are the situations that need a human decision.
2. Use "Expiring Soon" as your daily filter to proactively follow up with customers.
3. Keep manager emails up to date in Settings so the right people are notified.
4. Use notes generously -- future you (or your coworker) will thank you.
5. Do not over-extend expiration dates. Holding inventory too long reduces availability for other customers.

Updated on: 17/07/2026