Symptoms:
Customer reports portal page is blank or shows error
Iframe appears but no content displays
“Page cannot be displayed” or similar browser error
Root Causes:
Iframe blocked by browser security settings
Customer’s browser blocking third-party iframes
Corporate firewall blocking Ingrid domain
Portal URL incorrect
Wrong merchant ID in URL
Typo in portal URL
Integration not active
Returns integration disabled or not fully configured
E-commerce platform connection broken
Session timeout
Customer’s session expired after long idle time
Resolution Steps:
Verify Portal URL:
Check URL includes correct merchant ID
Test URL in incognito/private browser window
Compare with URL provided in Back-office Settings
Test Browser Compatibility:
Try different browser (Chrome, Firefox, Safari)
Disable browser extensions temporarily
Check browser console for error messages (F12 → Console tab)
Check Integration Status:
Log in to Returns Back-office
Verify e-commerce integration shows “Active”
Test with known good order that exists in system
Iframe Troubleshooting:
Verify iframe code matches Back-office provided code
Check if website has Content Security Policy blocking iframes
Test standalone portal URL (bypasses iframe issues)
Contact Ingrid Support:
Provide screenshot of error
Share browser console error messages
Provide test order number and customer email