--- title: "Troubleshooting — Egenverk Customer Hub" description: "Known problems in Customer Hub and what to do about them: guest pages, shipping, email, inbound replies, AI and large databases." canonical: https://egenverk.se/en/plugins/customer-hub/docs/troubleshooting lang: en updated: 2026-10-14 alternate: https://egenverk.se/plugins/customer-hub/docs/felsokning.md --- # Troubleshooting Egenverk Customer Hub · WordPress 6.2+, WooCommerce 7.0+, PHP 7.4+ · Updated 2026-10-14 Start with the overview under **Customer Hub → Settings → Overview & general**. It shows whether a carrier is connected, whether the guest page is published, which booking mode applies and whether bookings have failed (**Bookings failed**). ## The plugin does not start The notice "Customer Hub for WooCommerce requires WooCommerce to be installed and active." means WooCommerce is missing or inactive. Activate WooCommerce first. ## The guest page shows the wrong form If `[wcch_withdrawal_form]` and `[wcch_claim_form]` are on the same page, a failed attempt in one form can show the other. Put the shortcodes on separate pages. ## A guest gets too many attempts The lookup on order number and email allows five attempts per 15 minutes per IP address. If the site is behind a proxy or a CDN, every visitor can appear to have the same address. Provide the real client address with the `wcch_client_ip` filter. ## The customer cannot withdraw an item Items that already have a request, are already refunded, whose period has ended or that have **No right of withdrawal** show as disabled with an explanation. When the explanation comes from the carrier, it is shown as the carrier wrote it. Check the deadline and the delivery date in the case panel, and the No right of withdrawal box on the product and its categories. ## The return is not booked automatically Even with **Return booking** set to Automatic, no return is booked for orders older than **Do not auto-book returns for orders older than (days)** (60 by default) or for reasons in **Reasons that always wait for an operator**. The case then waits for **Approve & book return**. ## No tracking or QR code Without a connected carrier, tracking is hidden, the period is counted with the internal rule and the customer gets the **Manual return instructions** instead of a QR code. Check that Egenverk Shipping is active and that the overview shows Carrier connected. If a status has not followed the tracking, the reconciliation that runs every 15 minutes corrects it. With WP-CLI you can reconcile every active case at once: ``` wp wcch reconcile-shipments ``` ## The customer got no return-label email - The email may be turned off under **WooCommerce → Settings → Emails**. The preview in **Approve & book return** then says that the customer gets no email. - Open **Customer Hub → E-mail queue**, read the error on the row, tick it and choose **Send again** once the address is fixed on the order. Three permanent failures in a row for the same email type and recipient raise an admin notice with the mail provider's error message. The acknowledgment is always sent and cannot be turned off. ## Customer replies do not arrive - Check under **Settings → Integrations** that **Receive replies by e-mail** is on, that **Inbound domain** is right and that both webhook addresses shown under **Webhook secret** are pasted into Postmark. - Behind a proxy, **Only accept the webhook from Postmark's IP addresses** refuses everything until the visitor's IP address is restored with the `wcch_client_ip` filter. Otherwise turn the check off; the secret still protects the route. - Email that could not be matched to a case is under **Customer Hub → Inbound e-mail**. ## The AI card is missing or does not answer - **No AI card:** the card only shows when **Enable AI advice** is on and at least one provider has an API key. - **"The AI provider did not answer in the agreed format."** or a message that the answer was cut off: raise **Max tokens** under **Settings → AI advice**. Reasoning models always get at least 16,000 tokens. - **"Too many AI requests in the last minute. Wait a moment and try again."**: each handler can make at most ten new AI calls a minute. - **A PDF document cannot be switched on:** PDF text is read with the `pdftotext` program on the server. If it is missing, the list shows the error; upload the text as TXT or DOCX instead. ## The return analysis shows no figures at once The report is calculated in the background, and the page shows **Calculating the numbers** with the progress while it runs. A stored report shows at once with the time it was calculated, while a new one is built behind it. ## Notice to upgrade the database On a store with more than 50,000 rows in the customer search's order table, the plugin does not add new columns during an ordinary page load. An admin notice asks you to run the upgrade with WP-CLI: ``` wp wcch schema upgrade --dry-run wp wcch schema upgrade ``` The command refuses to run without enough free disk space, and alters the table without locking it. ## Still stuck? [Contact us](mailto:hello@egenverk.se) and describe what you did, what you expected and what happened. Include the case reference if it concerns a particular case. ## Resources - [Product page](https://egenverk.se/en/plugins/customer-hub) - [Changelog](https://egenverk.se/en/plugins/customer-hub/changelog) - [Docs](https://egenverk.se/en/plugins/customer-hub/docs) - Previous: [Data and privacy](https://egenverk.se/en/plugins/customer-hub/docs/data-and-privacy)