Installing the app, invoice settings, VAT layout, numbering, plans and billing, or anything the app did that you did not expect. We aim to respond within 2 business days, and normally sooner.
Three things make the first reply the useful one, rather than a request for more detail:
Your store domain (the something.myshopify.com one).
The order number, if the question is about a particular invoice.
What you expected to happen, and what happened instead.
Please do not send us customer names, addresses or email addresses. We do not store them by design, and we do not want them in an inbox either — the order number is enough for us to find anything we need.
Vulnerability reports. Write in whatever detail you have; you will get a human answer. We will not threaten anyone who reports a problem in good faith.
Data protection. Questions about the Data Processing Agreement, sub-processors, or an audit request.
Complaints under Clause 11(a) of the Standard Contractual Clauses. If a transfer covered by our DPA concerns you, you may complain to us directly at this address. This is in addition to your right to complain to your supervisory authority or to go to court.
If you are a shopper, not a shop
If you received an invoice from a store and want it corrected, cancelled, or deleted, contact that store. They hold the order; we only formatted the document for them, and we keep no record of the buyer — so there is nothing here for us to change or erase on your behalf. The store can reach us at the support address above if they need us.
What we will never do
Ask you for your Shopify password, or for staff access to your store.
Ask for card details. Billing is handled by Shopify and appears on your own Shopify invoice.
Send you marketing email. The app sends invoices to your customers, and one message to you if a free plan reaches its monthly limit. That is every email it can send.
An email that asks for any of the above is not from us, whatever the sender address looks like. Forward it to the security address and we will say so in writing.