Getting help with third-party apps

Most Shopify apps are built by third-party developers, not by Shopify. If you need help with an app or sales channel that was built by a third-party developer, then contact the developer directly.

Apps installed from the Shopify App Store

If you need help with an app that you downloaded from the Shopify App Store, then you can request support from the app's developer either from the Apps section of the Shopify admin, or on the app's listing page.

Steps:

Your message is sent directly to the app developer. Shopify contacts you after three days to check if the app developer has helped to resolve your issue. If they haven't, then Shopify contacts them again on your behalf.

You can also contact the app developer from the Support section of the app's listing page in the Shopify App Store. If you've logged in to the Shopify App Store, then you can click the Get support button. This lets you send the developer a message directly. If you're not logged in, then you can use the contact information in the Support section to contact the developer.

Apps installed from a developer's website

If you need help with an app that you downloaded directly from a developer's website, then you can find the developer's contact information on the website where you installed the app. Shopify doesn't provide support for apps that you downloaded directly from a developer's website.

Request a refund or credit for an app purchase

If you want to request a refund or credit for an app that you purchased from the Shopify App Store, then you can use the Get support button to contact the app's developer.

If the app charge was processed through Shopify, then the app's developer can issue you a credit for the amount of the charge. Shopify automatically applies these credits towards any future Shopify App Store purchases. All credits that are applied to app purchases are recorded on your subscription bill.

Some app charges are processed outside of Shopify. In this case, the developer can process the refund according to the original payment method used.

To learn more about how you're billed for apps and app-related charges, see App charges.

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