Frequently Asked Questions

Oriens captures price changes via Shopify webhooks, which fire within a few minutes of a price being saved in Shopify. If you changed a price in Shopify and it hasn't appeared in Oriens after 15 minutes, try refreshing the Products tab in the Oriens dashboard.

If the price still hasn't updated, check that the Oriens app is installed and active under Shopify Admin › Apps. On rare occasions a webhook can be missed. To recover, go to Oriens › Settings › Advanced › Re-sync products to trigger a full catalog resync — this typically completes within a few minutes for most stores.

The three most common causes:

1. Wrong product template. The Oriens app block was added to one product template, but some of your products use a different template. In the Shopify Theme Editor, check all product templates and add the Oriens block to each one that needs it.
2. Conflicting theme CSS. Open the product page in your browser, right-click the area below the price, and choose Inspect. Search the DOM for oriens-badge. If the element is present but hidden, add a CSS override in your theme's custom CSS: .oriens-badge { display: block !important; }
3. CDN cache. Try the product page in an incognito window or append ?nocache=1 to the URL to bypass any cached version.

For more detail, see the Compliance Badge troubleshooting section.

For Online Store 2.0 themes (Dawn, Sense, Refresh, and most themes released since 2022): open the Oriens app, go to Compliance Badge › Add to theme. The Shopify Theme Editor will open. Navigate to a Product template, click Add block in the Product information section, and select Oriens Compliance Badge. Drag it below your Price block and save.

For older classic themes, you'll need to paste a Liquid snippet into your product template file. Find the snippet in Oriens › Compliance Badge › Install manually. Full instructions are in the classic theme installation guide.

Oriens works with all Shopify themes. For Online Store 2.0 themes, installation is one-click via Theme App Extensions. For older themes, there is a manual Liquid snippet installation method that works regardless of which theme you're using.

If you have a heavily customised theme and run into issues, contact Oriens support — we're happy to help with the installation directly.

Yes — genuinely free, with no credit card required and no time limit. The Free plan includes automatic price tracking for your entire catalog and the EU Omnibus compliance badge on all product pages.

The only features behind a paid plan are price drop alert emails (Starter and Growth) and AI pricing recommendations (Growth). See the Pricing page for the full comparison.

You can cancel at any time from Oriens › Settings › Billing › Cancel plan. Your subscription continues until the end of the current billing period, then automatically reverts to the Free plan. You won't be charged again after cancellation.

Alternatively, uninstalling Oriens from Shopify Admin › Apps immediately cancels your subscription. Shopify will prorate your final charge if applicable.

Yes. You can upgrade or downgrade at any time from Oriens › Settings › Billing. Upgrades take effect immediately. Downgrades take effect at the start of the next billing cycle — you retain your current plan's features until then.

Your price history and compliance badge continue working on all plans including Free. If you downgrade from Growth to Starter, you lose access to AI pricing recommendations — but the underlying price history data used by the AI is preserved, so if you upgrade again later the recommendations will be available immediately.

If you downgrade from Starter to Free, your price alert subscribers are retained but no further alert emails can be sent until you upgrade again. Existing subscribers remain in the database and will receive alerts as soon as you upgrade.

Oriens provides the technical infrastructure to display the required 30-day lowest price on your product pages, which is the core display requirement of the Directive. The badge is designed to meet the specification set out in Directive 2019/2161/EU.

However, compliance is ultimately a legal matter. Oriens cannot provide legal advice. Your obligations may vary based on which countries you sell to, how your promotions are structured, and other factors. We recommend consulting a qualified legal professional to confirm your specific situation. See our EU Omnibus Guide for detailed background.

The Directive applies across all 27 EU member states, which implemented it into national law by May 2022 (with some countries taking slightly longer). Key markets include Germany, France, Italy, Spain, the Netherlands, Poland, Belgium, Sweden, and Austria.

The UK has introduced equivalent requirements under the Digital Markets, Competition and Consumers Act. Norway, Iceland, and Liechtenstein (EEA members but not EU) have also adopted equivalent rules. Switzerland has separate but similar consumer protection requirements.

If you sell to customers in any of these markets — even if you're based outside Europe — the requirement to display a 30-day lowest price when advertising a price reduction may apply to you.

Yes, and this is precisely the scenario the badge is designed for. When you set a compare-at price in Shopify (triggering the "was/now" display), the Oriens badge automatically detects this and shows the correct 30-day lowest price as required by the Directive.

Note that the 30-day lowest price shown in the badge is based on the actual product price (what the customer pays), not the compare-at price. If your product was €89.99 for most of the past month and you're now selling it at €74.99 with a compare-at of €89.99, the badge will show €74.99 as the reference (since that's the lowest it has been charged in 30 days). This is the correct behaviour under the Directive.

If you sell exclusively to customers in a country where the Omnibus Directive applies, the requirement still applies to you. If you sell exclusively outside the EU/EEA/UK — for example, only to US or Australian customers — then the Directive technically doesn't apply, though similar consumer protection rules may exist in those jurisdictions.

If you're unsure whether your store needs to comply, the safest approach is to enable the badge regardless — displaying accurate price history is generally good practice for consumer trust, even where not legally required.

All Oriens data — including product price history, store configuration, and price alert subscriber records — is stored on servers located within the European Union (EU-West region). Oriens does not transfer personal data outside the EU/EEA. Our infrastructure is hosted on providers that are EU GDPR compliant and signed onto the EU Standard Contractual Clauses where applicable.

When you uninstall Oriens, your price history and store data are retained for 30 days in case you reinstall within that period. After 30 days, all data is permanently and irreversibly deleted from Oriens' servers — including price history, settings, and any price alert subscriber records.

If you need your data deleted immediately (for example, to fulfill a GDPR right-to-erasure request), contact support@oriens.app after uninstalling and we will process the deletion within 72 hours.

Go to Oriens › Products, select the products you want to export (or use Select all), and click Export › Price history CSV. The CSV includes one row per price change event per variant, with columns for product ID, variant ID, price, compare-at price, and timestamp.

You can also export price history for a single product by opening that product's detail view in the Oriens dashboard and clicking the Export button in the top-right corner.

Go to Oriens › Price Alerts › Subscribers. Use the search field to find the customer by email address. Click the three-dot menu on their row and select Delete subscriber. This immediately removes all subscription records associated with that email address from Oriens' database.

If the customer is also in your Klaviyo list (if you've connected Klaviyo), you'll need to remove them from Klaviyo separately — Oriens' deletion does not propagate to Klaviyo profiles.

A customer enters their email in the Oriens subscribe widget on a product page and clicks "Notify me". Oriens records their email, the product and variant they're watching, and the price at the time of subscription.

When the product price drops below that level, Oriens sends them a single notification email with a direct link back to the product page. After the notification is sent, the subscription is fulfilled. If the price drops again in the future, the customer would need to re-subscribe to be notified again.

All confirmation and notification emails include a one-click unsubscribe link.

The most common cause is an incomplete or incorrectly scoped API key. Verify the following in Klaviyo's Settings › API Keys:

• The key is a Private key (not a Public key)
• The key has not been revoked
• The key has at minimum: Lists (read + write), Profiles (read + write), and Events (write) scopes

If the key looks correct, try disconnecting and reconnecting from Oriens › Settings › Integrations › Klaviyo. For more detailed troubleshooting steps, see the Klaviyo integration troubleshooting guide.

In the Oriens dashboard, go to Price Alerts › Subscribers. Any subscription with a status of Notified has had an alert sent successfully. You can also see the send date by hovering over or clicking the Notified status badge.

If you're using Klaviyo, you can additionally verify sends in Klaviyo under Analytics › Metrics — look for the "Oriens Price Drop" metric and check its event log.

To test the system end-to-end, subscribe to a product with your own email, reduce the product price, and check your inbox. See the full testing instructions in the Price Alerts documentation.

Oriens' AI analyses the price history it has recorded for each of your products to identify patterns — such as seasonal pricing opportunities, how the product has responded to past price changes, and products with high numbers of waiting price-alert subscribers. It surfaces these findings as specific pricing suggestions with a target price range, a confidence score (High / Medium / Low), a plain-English explanation of the reasoning, and an estimated directional impact.

The AI works exclusively with your own store's data and does not use competitor data or any information from other Oriens merchants. Recommendations are suggestions only — Oriens will never change your prices automatically.

This feature is available on the Growth plan only. See the AI Analysis documentation for full detail.

The AI needs a minimum of 30 days of price history and at least 3 recorded price changes for a product before it can generate a meaningful recommendation. Products that are new to Oriens, or products that have had a perfectly stable price since install, will show an "insufficient data" message.

No action is needed — this resolves automatically as history accumulates. If you've never changed a product's price, try testing a small adjustment to give the model some variation to work with.