Add a file upload when a customer needs to send evidence with a contact or cancellation request, such as a photo of damage, a receipt, or a supporting document.
Each uploaded file can be up to 4 MB. Order Editing saves uploads to Shopify Files, so the app must have Shopify's write_files permission.
The customer's order must match the editing rule that contains the form.
A contact or cancellation form can contain up to 10 custom fields in total.
Customers can only use the contact form when the Support Tickets app block is enabled in Shopify.
In Order Editing, open App Settings.
Select Global settings.
Open Editing Rules and Automations.
Open the editing rule that should collect the file.
Open Contact form or Cancellation form.
The field only appears on orders that match this rule.
Open Contact form.
Select File upload under the form preview.
Enter a clear customer-facing label, such as Upload a photo of the damaged item.
Under Accepted file types, choose one of the available groups:
All file types
Images (all formats)
Images and PDFs
PDF only
Documents (PDF, DOC, DOCX)
Spreadsheets (CSV, XLS, XLSX)
Turn on Required if the customer must attach a file before submitting the form.
Save the editing rule.
New file fields accept Images and PDFs by default.
Open Cancellation form.
Go to Additional questions.
Set Field type to File upload.
Select Add field.
Enter the label the customer should see.
Turn on Required if an attachment is compulsory.
In Accepted file types, enter the types you want to allow.
Save the editing rule.
The default value is image/*,.pdf, which accepts images and PDF files. You can enter extensions such as .doc,.docx or use a category such as image/*. Leave the field empty to allow any file type.
If the form shows a file-permission warning:
Select the permission action in the warning.
Approve access to Shopify Files.
Return to the editing rule.
Confirm the warning has cleared.
Until this permission is approved, customers cannot upload a file. A required file field is not enforced when uploads are unavailable, so customers are not trapped in a form they cannot submit.
Open an existing eligible order that matches the editing rule.
Open the customer-facing contact or cancellation form.
Upload an allowed file smaller than 4 MB.
Submit the form.
In Shopify admin, confirm the uploaded file is present in Content > Files.
Confirm the submitted request contains the attachment link.
If the field does not appear, check the editing-rule match and the form's custom-field limit. For a contact form, also confirm the Support Tickets app block is enabled. If the field appears but the upload fails, check the file size, accepted file types, and Shopify Files permission.
