Support

How to contact us

Email is the primary support channel. Include the Shopify store domain, the page or action involved, the approximate time, and a screenshot with customer personal data removed.

Our target for an initial response is two business days. Security incidents and complete service outages are prioritized.

Before opening a ticket

• Confirm the App still has the Shopify permissions requested during installation.
• For missing deposits, confirm the exact variant is selected, the independent SGR product is configured and the theme app embed is enabled.
• For report differences, verify the reporting month and confirm the variant was selected as SGR when the order or lifecycle event occurred. Then review edits, processed returns, refunds, and cancellations. Current SGR order checks compare expected units with the actual line amounts after discounts; they are not proof of cash received.
• For RetuRO export errors, ensure each reported EAN is present and contains digits only, then save its required container weight. The app does not verify GTIN length or check digits.

Billing and cancellation

Plan approval and charges are handled by Shopify Billing. Plan changes and cancellation are available from the App's Subscription page. Include the shop domain in billing questions; never send payment-card details.

Privacy and security

For privacy requests, suspected unauthorized access, or a security incident, use the privacy address and mark the subject as urgent. Do not attach raw order exports containing personal data.