Preorder, Back In Stock ‑ STOQ

Thank you so much for your amazing Feedback! I am Glad that I could help you set up our Preorder feature in your store. :) Please let me know if you require any additional assistance with setting up our app. Best Wishes! Hassan Khan | Technical Support Specialist

Thank you so much for your Feedback! I am happy that I could help you set up our App in your store. :) Please let me know if you require any additional assistance with setting up our app. Best Wishes! Hassan Khan | Technical Support Specialist

Thank you so much for your kind words! I'm really happy that I could assist with the setup. It truly means a lot that you took the time to share your experience. If you ever need anything else or have more questions, please feel free to reach out anytime - I’d be happy to help. Wishing you all the best! :) -- Khutheja / Technical Support Specialist

Hey there! I'm one of STOQ's founders - first, sincerely sorry that this happened. We actually do use Shopify's native preorder system - this is exactly why you ran into a platform limitation with collecting balance. It's a known bug in Shopify admin that collecting payments with "Collect payments" bulk action for Orders list does _not_ work for preorders. I raised this issue months ago when another store did the same thing you did, and had $100k+ in limbo. It required an escalation to Shopify's VP of Product to get everything corrected. They promised that it'd be fixed in future updates, but it seems like they haven't. I've escalated your issue to them again, in the hopes that they can fix it for you just like they did for the other store. More context here for anyone who's interested: https://x.com/heysandy801/status/1985528050658783552?s=20 I also want to take the moment to clarify a few things in your post - 1. If you used the app's actions or the single "Collect payment" button inside an order, everything would've worked fine. We actually have plenty of tools to help with payment collection (failed payment emails, collect in bulk, status tracking etc), but if an order is marked paid (which is what happened in your case), we simply cannot do anything without Shopify resetting the order's status. 2. It is correct that we cannot do anything beyond the deposit, but only if the order status is changed to "Paid". if the balance is marked collected in an unsupported way, there is nothing we can do to change it. 3. The only real solution is to contact Shopify. I've done that for you from my end too and I plan to follow up with them until you get your balance back. STOQ lives and dies on merchants selling preorders effectively and we work hard to make sure every brand is successful with their campaign - if there's one thing I care about, it is making sure that we do our absolute best. 4. When you use STOQ or any preorder app, all data related to your orders and payments stays in Shopify. There is nothing a third party has individual access to or controls exclusively - this is a good thing because it means Shopify can ultimately fix things if they step in. I've sent emails to you to follow up on this, and I'll continue working on getting your balance unstuck and resolved. I'd appreciate you replying to me so we can figure things out and get this resolved. :) I hope you can see from all our other reviews that we take our work seriously - and just like everyone else that's had a positive experience with us, I'm sure we'll turn this around for you. - Sandesh / CEO

Thanks a lot for sharing your experience! I am pleased to have helped you set up our Preorder feature in your store. :) Please let me know if you require any additional assistance with setting up our app. Best Wishes! Hassan Khan | Technical Support Specialist

Thank you so much for your Amazing Feedback! I am happy that I have helped you set up our App in your store. :) Please let me know if you require any additional assistance with setting up our app. Best Wishes! Hassan Khan | Technical Support Specialist