Support

Most questions are answered in the docs. For everything else:

Contact

Email support@getreshelf.com. Include your store’s .myshopify.com domain and, if it’s about a specific alert, the product name. We reply within one business day.

Before you write

The app’s home screen has a status section that names the most common problems and how to fix them: the block missing from your theme, a paused sender, a rejected email, a texting number that isn’t set up or approved, texting paused by the carriers, a text spend cap reached. The alert log shows, per email and per text, whether it was sent, delivered or bounced. For texts, the SMS page shows how your texts are sent and, for a dedicated number, its carrier approval, free texts left and monthly spend cap, and sends a test text to the number you save there.

Something looks wrong with an alert

Open the alert log, find the email or text, and note the time and status. If it says “Send failed”, the error text is what we need. If it says “Delivered” but the shopper didn’t see it, ask them to check spam; the email comes from our sending domain with your store’s name.

A text that hasn’t gone out yet may be waiting on purpose: for the shopper’s confirmation text to go out, for 8 a.m. to 9 p.m. in the shopper’s time zone, or, on a dedicated number, for a paid plan billed monthly or a higher monthly spend cap. The home screen’s status section says when texts are held and why. A shopper who replied STOP isn’t texted by your store again until they text START.

Shopper requests about their data

Shoppers can cancel any email alert with the link in the email, and stop texts by replying STOP. To delete a shopper’s request entirely, use Delete on the Requests page.

When a shopper asks your store for a copy of their data, Shopify passes the request to us and we email your store’s contact address everything Reshelf holds for that shopper. You need to forward it: we send it to you, not to the shopper, so include it in your reply to them. When a shopper asks to be erased, we delete their requests, their alert log entries and the orders attributed to them; there is nothing for you to do.