Frequently asked questions

The map is displayed when the customer selects pick-up at store?

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 Point Relais® map directly when you select a delivery option?

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

Is the app compatible with Recharge or Bold Subscription?

The Mondial Relay application for Shopify is not compatible with subscription solutions such as Recharge or Bold Subscription.

How are my shipments collected?

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

Read the documentation article

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

Where are the Service Point ?

We use note_attributes to add information about the Service Point. Shopify limits the number of calls via its API, so we don't check for the presence of pre-existing note_attributes and overwrite the content of this zone. You must therefore ensure that you do not set any note_attributes at checkout.

What if a customer doesn't choose his Service Point ?

If a customer does not choose his Service Point at the time of purchase, three cases are possible:

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

2. You choose a Service Point in its place directly in the

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

What delivery methods are available? Mondial Relay

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

Can I modify a Service Point directly in the app?

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

I'd like to contact application support. How do I do that?

Contact Mondial Relay directly at offrestart@mondialrelay.fr.

You can also contact us via chat, for computer problems only.