Why is the COD Popup Not Appearing on My Storefront?
Why is the COD Popup Not Appearing on My Storefront?
If you installed Rivio COD & Partial Payments and configured your verification rules, but the verification popup fails to display when shoppers click checkout, don't worry. This is almost always caused by one of three common configuration missteps.
In this troubleshooting guide, we walk through the three most frequent causes and how to fix them in under three minutes.
Before You Begin
Before troubleshooting, make sure:
- You have installed Rivio COD & Partial Payments.
- You are testing in an Incognito / Private browsing window to eliminate browser cache issues.
Step-by-Step Diagnostic Instructions
Check 1: Is the Theme App Embed Switched On and Saved?
Why it matters: The Rivio popup cannot run without Shopify's native theme app embed. If the embed is toggled off—or if it was turned on but you forgot to click Save—the popup script will not load on your storefront.
How to Fix:
1. From your Shopify admin, go to Online Store → Themes.
2. Identify your Current theme (the live published theme) and click Customize.
3. In the left vertical sidebar, click the App embeds icon.
4. Locate Rivio COD & OTP (cod_otp) in the list.
5. Ensure the switch is turned ON (blue/green).
6. Critical: Click the Save button in the upper-right corner.
Check 2: Is COD Verification Toggled On in App Settings?
Why it matters: If the theme embed is active but verification is paused in the app dashboard, the popup stays hidden.
How to Fix:
1. In Shopify admin, open Apps → Rivio COD & Partial Payments.
2. In the navigation menu, select Features → COD verification.
3. Look at the top card labeled Enable COD verification.
4. Confirm that the checkbox Enable COD verification is checked.
5. If it was unchecked, check the box and click Save in the top-right corner.
Check 3: Is the Customer's Country or Postal Code Excluded?
Why it matters: If your settings restrict COD to specific countries or exclude certain postal codes, the popup will deliberately stay hidden for any shopper outside those designated areas.
How to Fix:
1. In Features → COD verification, scroll down to Delivery country selections.
2. If Include all countries in the popup is unchecked, verify whether your testing country is included in the selected countries list.
3. Check the Blocked phone numbers box to confirm your test phone number was not accidentally entered on the blocklist.
4. If you have active rules in Features → Payment options, check if Excluded postal codes matches your test delivery address.
Check 4: Did the Shopper Click "Buy Now" Instead of Cart Checkout?
Why it matters: Accelerated direct checkout buttons (such as Shopify's dynamic "Buy It Now" button on product pages) bypass the standard cart drawer. If the "Buy Now" interception toggle is disabled, shoppers bypass the verification modal entirely.
How to Fix:
1. Open Apps → Rivio COD & Partial Payments → Features → COD verification.
2. Switch to the Verification tab and scroll down to the At checkout card.
3. Locate Show the popup on Buy Now and ensure the toggle is turned ON.
4. Click Save in the top-right corner, then test by clicking the "Buy Now" button directly on a live product page.
Configuration Summary Table
| Diagnostic Check | Where to Verify | What to Look For | Quick Fix |
| Theme Embed | Online Store → Themes → Customize → App embeds | Toggle is OFF or unsaved | Switch ON and click Save in top right. |
| Verification Toggle | Apps → Rivio COD → Features → COD verification | Checkbox is empty | Check Enable COD verification and click Save. |
| Buy Now Interception | Features → COD verification → Verification → At checkout | "Show on Buy Now" is OFF | Toggle ON to intercept product page express buttons. |
| Country Filter | Features → COD verification → Delivery countries | Test country missing | Check Include all countries or add your country. |
| Cart Boundaries | Features → Payment options → Rules | Cart subtotal outside min/max | Adjust minimum cart value or add more items to cart. |
Example Scenario
Resolving an Unsaved Theme Editor Embed
A merchant testing Cash on Delivery opened the theme editor, toggled on the Rivio embed, and immediately closed the tab without clicking Save. On the storefront, the popup failed to appear. After re-opening Online Store → Themes → Customize → App embeds, turning on the embed, and clicking Save, the popup appeared instantly when clicking checkout.
Important Notes & Limitations
If your Shopify theme uses an AJAX cart drawer that bypasses standard checkout triggers, Rivio's smart listener automatically attaches to standard cart buttons (form[action*="/cart"]).
If you recently switched or published a new Shopify theme, you must enable and save the app embed on that new theme. App embeds do not transfer automatically between different themes.
Still Not Appearing? Next Diagnostic Steps
If all three checks above are verified and the popup still does not open:
1. Test in Incognito Mode: Open your store in a fresh incognito window to ensure old cookies or ad-blockers are not interfering.
2. Inspect Browser Console: Right-click your product page, select Inspect, open the Console tab, and look for red script errors from other third-party apps that might be breaking JavaScript execution.
3. Contact Support: Reach out to our technical team for 1-on-1 assistance.
Related Guides
- How to Enable the Rivio App Embed in Your Shopify Theme
- How to Connect Your Shopify Cash on Delivery Payment Method
- Why is Cash on Delivery Still Visible When Restrictions Apply?
Need Help?
Still having trouble getting the popup to display on your storefront? Let us take a look!
- Email: Contact our technical team at support@rivioapps.com (include your store URL)
- Help Center: Explore all troubleshooting articles in the Rivio COD Knowledge Base
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