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 find the developer's contact information on the app listing.

Steps:

  1. Go to the Shopify App Store, and then search for the app.

  2. Click the app name to open the app's details page.

  3. In the Support section, click the link to visit the app developer's website:

    Support section on the Apps details page

If you've logged in to the Shopify App Store, then you will also see a Get support button in this section, which you can use to send the developer a message directly.

If you use the Get support button to send a message, then Shopify will contact you after three days to check if the app developer has helped to resolve your issue. If they haven't, then Shopify will contact them again on your behalf.

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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