Quick answers to the questions we hear most often.
Getting started
What does LayerWise do? It turns your products into step-by-step AM/PM routines and shows them to customers after they buy — in a post-purchase email, on the thank-you page, and on a routines page in your store.
Do I need to import my products? No. LayerWise reads your live Shopify catalog. You pick products as you build each routine in the routine builder.
Matching
How does LayerWise choose which routine a customer sees? A routine matches an order when one of its steps uses a product in that order. Only active routines are eligible.
What if more than one routine matches the same product? Open Settings → Default routine behavior and pick a rule: Use most recently updated routine or Use first created routine.
Troubleshooting
A customer didn't get a routine — why? Check that: the routine is Active (not draft); the Post-Purchase Routine Email widget is Enabled; and the order included a product that one of your routine steps uses.
The storefront or thank-you block is missing. Re-add it from the Widgets page — see Show routines to your customers. App blocks need an Online Store 2.0 theme.
Do I need to set up an email server or SMTP? No. LayerWise handles sending. You only customize how the email looks — see Customize your post-purchase email.
Does LayerWise send refill or reminder emails? Not yet. The routine is sent once, right after the order.
Reporting
Where do I see how routines are performing? Detailed analytics aren't available yet. The home page shows how many routines are active and draft; richer reporting is on the way.
Still stuck?
Reach us at support@getlayerwise.com.