FieldRelay Help Center
Welcome! Let's get your Shopify orders syncing to Jobber automatically.
Quick Start (5 Minutes)
Get your first order synced in 3 simple steps.
- Click Connect Jobber in Settings.
- Authorize the connection. Your Jobber service catalog syncs automatically to FieldRelay.
- Go to the Mappings page.
- Click Sync Catalog to load your Jobber services into the dropdown.
- Add a mapping: Enter the Shopify SKU → Select matching Jobber Service → Choose Frequency (ONCE, MONTHLY, etc.) → Click Add Mapping.
- Create a test order in Shopify using the SKU you just mapped.
- Wait ~30 seconds for the webhook to process.
- Check Jobber – the new job should appear automatically!
- Check Performance Hub in FieldRelay to see the sync success.
Pro Tip: You have 14 days OR 25 syncs (whichever comes first) to test the full Pro experience including AI features before committing to a paid plan.
SKU Mapping Guide
This is the most important step. If SKUs aren't mapped, orders won't sync.
How Mapping Works
FieldRelay watches every paid Shopify order. When you buy "AC-GOLD-PLAN," we check: "Do I know which Jobber service this maps to?" If yes → job created. If no → order skipped (you'll see it in Sync Logs).
Two Ways to Map
- Go to Mappings page
- Enter each SKU one-by-one
- Select from the Jobber services dropdown
- Set frequency and optional description
- Click Import → Download CSV template
- Fill in columns:
shopify_sku,jobber_service_title,visit_frequency,description - Upload CSV – all mappings save instantly
- Existing mappings update; new ones get created
Visit Frequency Options
- ONCE: One-time jobs (repairs, installations, emergency service)
- MONTHLY: Recurring monthly maintenance
- WEEKLY: Weekly service (pool maintenance, lawn care)
- YEARLY: Annual inspections or tune-ups
Important Notes
- SKU matching is case-insensitive: "AC-GOLD" matches "ac-gold"
- Description is optional: Leave blank to use default text
- After adding new services in Jobber: Click "Sync Catalog" in FieldRelay to refresh the dropdown
Best Practice: Start by mapping your 3-5 best-selling products. Test a real order. Once confirmed working, bulk import the rest of your catalog.
Performance Hub & Dashboard
Track your automation performance at a glance.
What Each Metric Means
- Sync Usage: Number of orders processed this billing period (counts toward your plan limit)
- Success Rate: Percentage of orders that synced without errors (aim for 95%+)
- Time Saved: Estimated hours saved vs. manual entry (based on industry averages)
- Failed Syncs: Orders that need attention – click to see detailed error messages
How to Use It
- Check daily (first 30 days) to catch unmapped SKUs early
- Click "View Sync Logs" to see timeline of each order (Customer found → Job created → Success)
- Monitor sync usage to know when you're approaching plan limits
Plans & Limits
Choose the right plan for your order volume.
| Plan | Limit | Best For | Price |
|---|---|---|---|
| Trial (Pro) | 25 Syncs OR 14 Days* | Testing AI features before buying | $0 |
| Starter | 50 Syncs / Month | Low-volume shops (1-2 orders/day) | $29/mo |
| Pro | Unlimited Syncs | High-volume shops + AI automation | $99/mo |
*Whichever comes first. Trial includes AI Field Briefing and Revenue Protection.
What Happens at Limit?
- Syncing pauses automatically – you'll see a banner in the dashboard
- Existing jobs in Jobber stay safe – nothing breaks
- New orders won't sync until you upgrade
- Upgrade anytime to resume immediately (no data lost)
Pro Features
- AI Field Briefing (Pro only): Auto-generates job descriptions from order notes
- Revenue Protection (Pro only): Tags refunded customers in Jobber automatically
Troubleshooting
Job didn't appear in Jobber? Check these fixes first (90% of issues are here).
Step 1: Is the SKU Mapped?
- Go to Mappings page
- Search for the Shopify SKU from the order
- Not there? Add it now, then manually sync the order or wait for the next one
Step 2: Check Sync Logs
- Go to Performance Hub → Click View Recent Syncs
- Find your order and click to expand details
Common Log Messages:
| Status | Message | What to Do |
|---|---|---|
| Skipped | "SKUs not mapped" | Add the SKU in Mappings page, then test with a new order |
| Skipped | "Usage limit reached" | Upgrade to Starter or Pro in Settings → Billing |
| Skipped | "Trial expired" | Your 14-day trial ended – upgrade to continue syncing |
| Info | "Duplicate webhook ignored" | Normal! Shopify sends multiple notifications – we prevent duplicates |
| Success | "Customer created" | Customer didn't exist in Jobber, so we created them (this is normal) |
| Success | "Job created in Jobber" | Everything worked perfectly! |
| Failed | "Jobber connection error" | Go to Settings → Reconnect Jobber |
Step 3: Verify Jobber Connection
- Go to Settings
- Check connection status
- If "Disconnected," click Reconnect Jobber and re-authorize
Step 4: Still Stuck?
Email us at support@fieldrelay.app with:
- Shopify order number
- SKU that didn't sync
- Screenshot of your Sync Logs
We'll typically respond within 4 hours.
Frequently Asked Questions
Q: What's the difference between "Import" and "Sync Catalog"?
A: Two different buttons, two different jobs:
- Import (left button): Upload your CSV of SKU mappings (Shopify SKU → Jobber Service)
- Sync Catalog (right button): Refresh the Jobber services dropdown (do this after adding new services in Jobber)
Q: Does this work with Shopify Subscriptions?
A: Yes! When a customer subscribes, FieldRelay creates the first job immediately in Jobber so you can start service right away. For the recurring schedule (monthly, etc.), you'll set that up in Jobber directly – this lets you match technician availability and handle seasonal adjustments your way.
Q: What is "AI Field Briefing"? (Pro Plan Only)
A: AI reads messy Shopify order notes and customer data, then writes clean, professional job descriptions for your techs.
Example:
- Customer writes: "Gate code 1234, watch for dog, use side door. Pool pump making weird noise."
- AI writes: "Access: Gate code 1234, use side door. Warning: Dog on property. Issue: Customer reports unusual pool pump noise – recommend diagnostics."
Saves 2-3 minutes per order and prevents miscommunication.
Q: Can I test the app before paying?
A: Absolutely! On installation, you automatically get a 14-day Pro Trial with 25 syncs – test all AI features and unlimited syncs before choosing a paid plan. No credit card required.
Q: What happens if I hit my sync limit?
A: Syncing pauses automatically. You'll see a banner on your dashboard. Existing Jobber data stays safe – new orders just won't sync until you upgrade. Your plan resets monthly (Starter/Pro) or when you upgrade.
Q: How do I know which plan to choose?
A: Simple math:
- <50 orders/month? Starter ($29/mo)
- 50+ orders/month OR want AI? Pro ($99/mo)
You can upgrade/downgrade anytime in Settings → Billing.
Next Steps
You're all set! Here's how to get the most value:
- Check Performance Hub – make sure Success Rate is 95%+
- Review Failed Syncs – usually just unmapped SKUs (quick fix!)
- Look for patterns in Sync Logs (same SKUs failing? Map them!)
- Add new SKU mappings as you launch products
- Review Time Saved metric – see your ROI
- Check if you're approaching plan limits (upgrade before hitting the cap)
- Enable Revenue Protection (Pro): Automatically tags refunded customers in Jobber
- Use Bulk Import when launching new product lines
Need Help?
Email support@fieldrelay.app – our team responds within 4 hours during business days.