Frequently asked questions

The map is displayed when the customer chooses pick up at store/pick up?

Shopify has used the French word "point de retrait" for pick up at store, which is why it triggers the appearance of our card.

To correct this problem, you can change the official translation:

Shopify --> Themes --> Actions (on the theme currently online) --> Change languages --> You search for "point de retrait" --> You replace all translations that contain "point de retrait" with another word like "Retrait boutique" or "Click and collect"

Why not display the choice map of Service Point directly when choosing a delivery?

Unfortunately, Shopify does not yet allow you to add code to the Checkout, except for Shopify Plus members

Is the app compatible with Recharge or Bold Subscription?

The Mondial Relay app for Shopify is not compatible with subscription solutions like Recharge or Bold Subscription.

How are my shipments collected?

If you have subscribed to the Start offer at Mondial Relay, you must prepay your shipments. To do this, log in to your account then My Profile --> Prepaid Account --> Reload my account

Read the article in the documentation

TIP: Set up an alert when your balance is close to 0€ in the same menu

Where is the information from Service Point added?

We use note_attributes to add information about Service Point to orders. Shopify limits the number of calls via its API, so we do not check for pre-existing note_attributes and overwrite the contents of this field. You should therefore ensure that you do not set any note_attributes at checkout.

What if a customer does not choose their Service Point ?

If a customer does not choose Service Point when making a purchase, there are three possible cases:

1. The customer chooses his Service Point after his order by clicking on the "View my order" button in the order confirmation email

2. You choose a Service Point instead directly in the application

3. Approximately 24 hours after the order, if no Service Point has been selected, a Relay near the customer's home is chosen by our application

What delivery methods are available Mondial Relay ?

All delivery methods Mondial Relay are available in the app but not all of them are usable by our users. It depends on your account type. Contact Mondial Relay to find out more

Can I edit a Service Point directly in the app?

Yes, you can by clicking on the number of Service Point or on 'Relay not chosen'.

I would like to contact the application's support, how do I do this?

Contact Mondial Relay directly at offrestart@mondialrelay.fr.

You can also contact us on the chat, only for a computer problem