Esby You get the developer, not a ticket queue.
Esby is built and run by one person. That means no first-line script, no being asked to clear your cache — and an answer within one working day, usually sooner.
Getting it fixed in one reply
Nothing here is required — send whatever you have. But these four things usually turn a three-message exchange into one.
- Your store's address — the
something.myshopify.comone, so the right store's records can be looked at. - The invoice or order number if it is about one specific document.
- What you expected, and what you got. "The tax split should be IGST because the buyer is in Delhi, but the invoice shows CGST and SGST" is solvable immediately.
- A screenshot of the invoice or the screen. It is almost always faster than describing it.
Before you write in
An invoice has the wrong tax split
Check the place of supply line on the invoice first. If it shows your own state when the buyer is elsewhere, the delivery address on the order could not be read — that is the cause, and it is worth telling support which order it was so the address can be checked.
An order has no invoice
Two common reasons. The order may not be dispatched yet — invoices are raised at dispatch, not at payment. Or one of its products may be missing an HSN code, in which case it is waiting for you on the Products screen under Needs HSN. The Sync health screen inside the app lists anything outstanding.
The invoice email did not arrive
Check the customer's spam folder first, and check the order actually has a customer email address on it. If the app shows the invoice as emailed, it was accepted for delivery — write in with the invoice number and the delivery log can be checked directly.
The app is slow to open the first time
Give it a few seconds on the first load of the day. It is not broken; nothing is lost while it wakes.
Found a security problem?
Please report it privately to support@esby.app rather than posting it publicly, and you will get a reply the same day.