15. FAQ & Troubleshooting
General
Q: The Quick Order page shows a 404 error. A: Make sure the module is active (Configuration > General > Active = On). Also clear the PrestaShop cache (Advanced Parameters > Performance > Clear Cache).
Q: Some customers cannot access the Quick Order page. A: Check the Access restriction setting (Configuration > General). If set to "Selected customer groups", ensure the customer belongs to one of the selected groups.
Q: The navigation link does not appear.
A: Verify that "Show navigation link" is enabled in the General tab. The link uses the displayNav2 hook - if your theme does not support this hook, the link will not appear. In that case, link to the page manually.
Grid & Performance
Q: The page takes a long time to load with many products. A: Lower the server-side threshold (Configuration > Grid & Columns > Server-side threshold). The default is 3,000 rows. For large catalogs, try 1,000. In server-side mode, only a small batch of products loads at a time.
Q: Columns appear in a different order than what I configured. A: If "Remember customer layout" is enabled, the customer's previously saved layout overrides the admin configuration. The customer can click Settings > Reset grid layout to restore the admin defaults.
Q: Products with combinations show multiple rows. A: This is by design. Each combination (variant) is displayed as a separate row so customers can order specific sizes, colors, etc.
CSV Import
Q: My CSV file is not recognized. A: Ensure the file is plain text CSV (not Excel .xlsx). Maximum 2 MB, maximum 5,000 rows. Supported separators: semicolon (;), comma (,), tab.
Q: Import says "0 products matched". A: Check that the correct identifier type is mapped. The most common identifier is "Reference" (SKU). Ensure your CSV values exactly match the product references in PrestaShop (case-sensitive for EAN/UPC).
Q: Some products match the wrong variant. A: The module matches at the combination level first. If a combination has its own reference, it takes priority over the parent product reference. Ensure your CSV uses the combination-specific reference.
Barcode Scanner
Q: The camera scanner does not open. A: Camera access requires HTTPS. If your store runs on HTTP, the camera scanner will not work (browser security restriction). USB hardware scanner works on both HTTP and HTTPS.
Q: The camera cannot read my barcode. A: Ensure good lighting and hold the barcode steady within the scanning area. Supported formats: EAN-13, EAN-8, UPC-A, Code-128. Other formats (QR codes, Data Matrix) are not supported.
Q: My USB scanner does not work. A: Make sure the hardware scanner mode is activated (Scan barcode > Hardware scanner - look for the "Active" badge). The scanner must output keyboard keystrokes followed by Enter. Most standard USB barcode scanners work this way by default.
Export
Q: The exported file is empty. A: The export only includes rows with a quantity greater than zero. Enter quantities before exporting.
Q: The PDF export has no branding/header. A: By design, the PDF export is white-label - it contains only the product data table. This makes it suitable for purchase orders, internal records, or forwarding to suppliers.
Saved Orders
Q: My saved orders disappeared. A: For logged-in customers, orders are stored in the database per customer account. For guests, orders are stored in browser localStorage - clearing browser data removes them. If a guest creates an account, localStorage entries remain accessible alongside database entries.
Q: I reached the maximum number of saved orders. A: Delete older templates to make room. The limit is configurable by the shop administrator (default: 50 for logged-in, 20 for guests).
Quick Order B2B Grid v1.4.2 - fancy|studio Last updated: April 2026