Support

Merchant support

Email richard@groundedcarts.com from an address associated with your Shopify store. Include the permanent .myshopify.com domain, the affected order number, the time and timezone, the workflow you expected, and a screenshot with customer contact and payment information removed.

Never email Shopify access tokens, app secrets, passwords, full payment details, or unredacted customer exports.

Urgent fulfillment or money incidents

If an order is stuck behind a hold, payment is uncertain, or a live order may have changed after a lost response, use the app's Operations page first. Do not repeat an irreversible edit, refund, capture, cancellation, or payment-method replacement until the live Shopify order has been checked. Mark the email subject as Urgent production incident.

Billing

Plan selection, trial, renewal, and cancellation are managed through Shopify. For a billing discrepancy, include the store domain, invoice or charge date, amount, and currency, but do not send payment credentials.

Customer and privacy requests

If you are a customer of a Shopify store, contact that store first about an order change, refund, cancellation, or access to your order data. The merchant controls the order relationship. For a Grounded Order Edits privacy question, email richard@groundedcarts.comand identify the store without sending unnecessary personal information.