# FAQ

> Answers to common questions about AndOr checkout rules, promotions, storefront widgets, Sidekick, plans and billing.

Source: https://backtrackhq.com/docs/help/faq/

Short answers to the questions we hear most. Each one links to the full
guide.

## Checkout rules

### What can I customize at checkout?

Four areas, each driven by conditions like cart total, country,
products or customer details:

- **Payment methods:** hide, rename or reorder them. For example, hide
  Cash on Delivery over an order total.
- **Shipping methods:** hide, rename or reorder them. For example,
  hide express shipping for PO boxes.
- **Checkout validation:** block checkout when conditions aren't met,
  for example a minimum order value or restricted regions.
- **Discounts:** apply product, order or shipping discounts
  automatically based on the cart.

See [How checkout rules work](https://backtrackhq.com/docs/rules/overview/).

### Do I need Shopify Plus?

No. AndOr works on all Shopify plans except Shopify Starter. That
includes hiding express payment methods. It runs on the standard Shopify
checkout, so there's nothing extra to turn on. A few conditions need
Shopify Plus, and they say so in their name.

### Why isn't my rule applying at checkout?

Work down this list:

- Is the rule set to **Active**?
- Does your test cart actually meet the rule's conditions?
- For payment, shipping and validation rules, are you testing the
  real storefront checkout, not a cart or product preview?
- Have you reached your plan's rule limit?
- For payment and shipping rules, give the checkout a few seconds to
  refresh after you save.

See [Rule not working at checkout](https://backtrackhq.com/docs/help/rule-not-working/).

### How does draft status work?

Every rule is **Draft**, **Active** or **Inactive**.

- A draft rule runs at checkout only when the shopper's email is
  `draft@draft.com`, so only you see its effect.
- To test it, open your storefront, add a product, go to checkout, and
  enter `draft@draft.com` as the email.
- When it works, set the rule to **Active** to apply it to all
  shoppers. **Inactive** turns a rule off without deleting it.

See [Test before going live](https://backtrackhq.com/docs/get-started/test-before-going-live/).

### Can I hide credit cards or wallets like Shop Pay and Apple Pay?

Yes. You can hide, rename and reorder payment methods, including credit
cards, gift cards, and wallets such as Shop Pay, Apple Pay and Google
Pay. Shopify sets a few limits:

- Express and wallet methods can be hidden, but not reordered.
- Methods shown as a logo (Shop Pay, Apple Pay, Google Pay, gift card)
  can't be renamed.
- Inside Shop Pay, payment methods can't be changed apart from gift
  cards.
- Rules don't run in Shopify POS.

### Does it work with one-page checkout?

Yes. Rules run on Shopify's standard one-page checkout. They apply as
the shopper fills out checkout, with nothing extra to turn on.

## Promotions and widgets

### What is the difference between a promotion and a discount rule?

A promotion is a discount plus its storefront widgets, and often an
upsell offer, set up on one page. A discount rule is the discount on
its own, built in the full rule editor with any conditions you like.
A promotion you make in AndOr is also a discount rule. Open it in the
rule editor with **Open in Rules**.

### Do promotions work on the Free plan?

Yes. Every plan includes promotions, the Free plan too, with storefront
widgets, upsell offers and gifts, checkout rules, discounts and
Analytics. Paid plans add rule tools like version history and import
and export. See
[Plans and billing](https://backtrackhq.com/docs/get-started/plans-and-billing/).

### Do I need to edit my theme code?

No. Turn on the **AndOr Discount Display** app embed and add the AndOr
blocks in the theme editor. Theme developers can also paste one-line
tags for more control. See
[Install and turn on the app embed](https://backtrackhq.com/docs/get-started/install/).

On an older (vintage) theme, yes. Blocks need an Online Store 2.0
theme, so a developer pastes one-line tags instead. Vintage themes get
no cart drawer parts. See [Vintage themes](https://backtrackhq.com/docs/themes/vintage/).

### Which themes work?

Any Online Store 2.0 theme takes AndOr's blocks. The cart drawer parts
and live cart updates need Horizon 4.0+, Dawn 15.5+ or another theme
that sends Shopify's storefront cart events. See
[Theme requirements](https://backtrackhq.com/docs/get-started/theme-requirements/).

### Can I see a draft promotion on my store?

No. Your storefront only shows active discounts. Test a draft at
checkout with `draft@draft.com`, and use the **Live preview** on the
promotion page to see the widget.

### Why does my widget not show?

Most often the block is not in your theme, or the discount is not
switched on for your store. In the cart drawer, or for a pasted tag,
check that the app embed is on. See
[Widgets not showing](https://backtrackhq.com/docs/help/widgets-not-showing/).

### How do I delete a promotion?

On the **Promotions** list, open the row's **...** menu and click
**Delete**. Rows for discounts made in Shopify have no **Delete**. Delete those
discounts in Shopify. See
[Delete a promotion](https://backtrackhq.com/docs/promotions/manage-promotions/#delete).

### Can I show discounts I made in Shopify?

Yes. Discounts made in Rules or in Shopify show on the **Promotions**
list too. Turn them on in the **Storefront widgets** tab. See
[Show discounts you already have](https://backtrackhq.com/docs/widgets/show-existing-discounts/).

## Sidekick

### Can I use Shopify's Sidekick with AndOr?

Yes. Ask Sidekick about your checkout rules in plain language and it
answers from your real setup:

- Find and explain rules: ask which payment rules are active, or what
  one of your rules does.
- See what's possible: ask what AndOr can do, or browse the prebuilt
  templates.
- Draft a new rule, or a change to one, by describing it: "create a 10%
  order discount over $100".

Sidekick only fills in the rule builder. You review the form and press
Save yourself, so nothing changes at checkout until you say so. See
[Sidekick](https://backtrackhq.com/docs/ai/sidekick/).

## Pricing and billing

### How does billing work?

You pay by your store's orders a month. Each plan covers a number of
orders: Free up to 50, Starter $9 a month up to 200, Growth $29 up to
500, Pro $49 up to 1,000 and Scale $99 up to 2,000. Prices are in US
dollars. Shopify bills you, and the charge appears on your Shopify
bill. See [Pricing](https://backtrackhq.com/pricing/) and
[Plans and billing](https://backtrackhq.com/docs/get-started/plans-and-billing/).

### Is there a free plan?

Yes. The Free plan is $0 for up to 50 orders a month, promotions
included. It allows 2 active rules in total and shows the last 7 days
in Analytics.

### What do paid plans add?

Version history and the timeline, import and export, the flow visual
editor and Refresh. Paid plans also allow more active rules, more rule
blocks per rule and 90 days of Analytics history. See
[Plans and billing](https://backtrackhq.com/docs/get-started/plans-and-billing/#what-paid-plans-add).

### Is there a free trial?

Yes. Every paid plan starts with a 7-day free trial.

### Which orders count?

Every order your store receives in a calendar month, from any channel.
Test orders don't count. Cancelled orders still count.

### When does the order count reset?

On the 1st of each month. It doesn't follow your billing date.

### What is added revenue?

The extra revenue your promotions and upsell offers bring in. It is the
value AndOr adds, and Analytics shows it. It isn't a limit, and plans
aren't priced by it. See [How we count](https://backtrackhq.com/docs/analytics/how-we-count/).

### What happens if I go over my plan?

At 80% of your plan's orders, a banner in the app says you're close.
From 100% to 110%, everything keeps running and the app asks you to
upgrade. At 110%, storefront widgets and upsell offers pause until next
month or until you upgrade. Shopify discounts and checkout rules keep
working the whole time. See
[Offers and widgets paused](https://backtrackhq.com/docs/help/paused-at-plan-cap/).

### I have more than 2,000 orders a month.

[Contact us](mailto:andor@backtrackhq.com) for an Enterprise plan.

### Do I need a credit card, and can I cancel any time?

You don't enter a card in AndOr. Shopify bills you. You can cancel any
time: pick **Free** on **Plan**, or uninstall AndOr.

### Do plans switch automatically?

No. You choose your plan. The app tells you when you're close to your
plan's orders.

### How many rules can I create?

As many drafts as you like. Drafts don't count. The number of active
rules depends on your plan: 2 in total on Free, and 5, 10, 15 or 25 per
rule type on the paid plans. Pro also allows 20 discount rules. See your usage and limits on the **Plan**
page, and upgrade at any time.

### Can I change plans?

Yes. You can upgrade or downgrade whenever you like on the **Plan**
page. A downgrade turns off all active rules.