If orders are being placed and customers are filling out their customization options, but you're not seeing those selections on the Shopify backend, there are three common reasons this happens. Work through them in order and test after each one.
The app block may not be installed, or it isn't in the correct location.
For option selections to pass through to your orders, the Infinite Options app block needs to be installed and added to the product template in your Shopify theme editor. If it's missing entirely or placed somewhere else in the theme, selections won't record correctly.
Follow the steps here to confirm the app block is installed and in the right place: Install Infinite Options
Your theme has Quick Shop or Quick View enabled.
Some themes use a feature called Quick Shop or Quick View, which lets customers add products to their cart directly from a collection page, the bottom of a product page, or the homepage without visiting the full product page.
When this happens, Infinite Options never gets the chance to collect their selections, so nothing is saved to the order.
For more information on what causes this and how to fix it, see Quick Shop Feature.
The options are loading too slowly and customers are checking out before they appear.
If shoppers can click Add to Cart before the option fields have finished loading, their selections won't be captured. This usually happens on slower connections or with certain theme configurations.
Adding a short code snippet to your theme helps Infinite Options load faster so the fields appear before customers can add to cart.
If you've worked through all three of these and options still aren't showing on the backend, reach out to support and we'll take a look at your specific setup.
