ShipRules support

We aim to reply within one business day.

How to reach us

We aim to reply within one business day, Monday to Friday. That is a target rather than a guarantee, so if a merge has affected a live order, use the steps below first instead of waiting for a reply.

If a merge affected a live order

You do not have to wait for us. Open Audit log in the app, find the merge, and click Undo. Undo removes the moved line items from the order that was kept (returning them to inventory) and refunds the cancelled order in full. The cancelled order stays cancelled — Shopify offers no way to reopen one — so the end result is the same as if you had cancelled and refunded it yourself, and undo tells you which orders it refunded.

If the audit log shows Refund failed or Cancellation failed, the Details column names the order that still needs refunding or cancelling by hand in your Shopify admin. Do that first, then email us so we can find out why it failed.

Reporting a merge problem

So we can trace exactly what happened, please include:

The order numbers involved — the order that was kept and the duplicate(s) that were cancelled, for example #1008 and #1009.
The audit-log row for the merge: its time, the orders it lists, the outcome, and anything in the Details column. A screenshot is fine.
When it happened — date, time and your store's time zone — and whether the merge ran automatically or you approved it in the merge queue.
What you expected to happen instead, and whether you have already clicked Undo.

Order numbers are enough for us to look a merge up. Please don't send customer names, addresses or payment details — we don't need them.

Privacy and data

What the app reads from your store, what it stores, and how to have it deleted are set out in the privacy policy. Deletion requests can also be sent to the address above.

Read the privacy policy