Support

Contact

The fastest way to get help is email. Include your store.myshopify.com domain so we can locate your install.

• Email: supportreturnguard.ai@gmail.com
• Response time: within 1 business day (Mon–Fri).
• Available languages: English, Russian.

Common questions

Why does my Returns queue look empty?

ReturnGuard scores existing Shopify Returns. If your store hasn't had any return requests yet, create a test order, then create a return from the order detail page in Shopify Admin. Refresh the queue and the return should appear with a risk score. We also pull recent orders for scoring even if no return has been opened yet.

Why are some order details “hidden”?

Shopify gates customer and order detail behind Protected Customer Data access. Open Partner Dashboard → your app → Protected Customer Data and request the access levels you need. The app will start showing customer email, name, and account age once Shopify approves the request and you reinstall the app on your store.

How do plan limits work?

ReturnGuard includes a Free tier: risk scoring, the returns queue, saving moderation decisions, CSV export, and risk settings. Paid plans add larger queue pages, automation playbooks, bulk actions, the audit log, and longer analytics windows. The in-app Billing page lists exact limits; you can switch plans any time and Shopify prorates the change.

How do I cancel?

Open the Billing page in the app and use Cancel subscription. The plan is cancelled in Shopify with proration; if you uninstall the app, your subscription is also cancelled automatically and we delete your store data within 48 hours per Shopify's GDPR requirements.

The Billing button shows “Apps without a public distribution cannot use the Billing API”.

This is a Shopify-side restriction. The app needs to be set to Public Distribution in Partner Dashboard before Shopify will let it charge merchants — even on development stores. The app then keeps working on Custom-installed stores too.

Status

ReturnGuard AI runs on Render with a managed Postgres database. If you're seeing a 5xx error or hung loads, please email us with the timestamp and your store domain so we can correlate logs.

Data and privacy

See our Privacy Policy for what we collect, where it's stored, and how to request deletion. Uninstalling the app from your store automatically triggers Shopify's shop/redact webhook, which removes all of your store data from our database within 48 hours.