Help
Support
The app’s Help page answers most questions, from inside your Shopify admin. For anything else, email us and a person will reply.
Get help
Email support@tenhatch.com. We aim to reply within 2 business days. It helps to include:
- Your shop’s myshopify.com domain.
- The collection’s name, and the product if one is in the wrong place.
- The status the app shows next to the collection, with its message if there is one.
Please never send us a password or a staff login. We do not need one to help.
A sold-out product is still near the top?
- Wait a minute or two: changes are grouped before sorting. Press Sort now on the collection to skip the wait.
- Check the product in Shopify admin. Any variant with quantity above zero, with “Track quantity” off, or with “Continue selling when out of stock” on keeps the product available.
- Check the collection’s status in the app. Paused means its sort order was changed in Shopify admin; turn it on again. Error shows the reason, and the app keeps retrying.
- Your storefront may show the old order for a few minutes. Open the collection in a private window.
Common questions
A restocked product did not come back to the place I expected.
It returns to the position it had before it sold out. If the collection was rearranged in the meantime, it goes right after the product that used to be above it. Drag it where you want it; the app keeps your arrangement from then on.
I changed a collection’s sort order in Shopify and the app stopped.
That is on purpose: your choice wins, and the collection shows as Paused. Turn it on again to resume.
The status says “Working” for a long time.
Large collections are sorted in batches within Shopify’s limits, so the first run on a collection with thousands of products can take 10 to 20 minutes. Later runs are small.
Nothing happens after I turn a collection on.
The subscription must be active (the trial counts), and the Recent activity section on the app’s main page says what happened. If it stays quiet, email us.
Uninstalling InStock First
- If you want collections to go back to their previous sort rules (Best selling, Price and so on), turn them off in the app first and wait until each shows Off.
- In Shopify admin, open Settings, then Apps (called Apps and sales channels in some admins), choose InStock First and click Uninstall.
What happens to your data: Shopify cancels the subscription. The app deletes everything it holds for your shop right away, and again when Shopify sends its shop/redact request 48 hours later. Your collections keep their current order, and nothing else in your store changes.
Accessibility
If something on this site or in the app is hard to use with your setup, read the accessibility statement or email us.
Contact
Tenhatch26500 W Agoura Rd, Ste 102 #549, Calabasas, CA 91302
support@tenhatch.com