We usually reply within one business day. Growth merchants get priority. Include your shop domain (your-store.myshopify.com) and the order name if your question is about a specific order — it saves a round trip.
Most questions are already answered.
Billing & plans
Plan changes, trials and invoices are all handled through your Shopify account. See the Plans page inside the app to upgrade, downgrade or cancel — changes take effect immediately.
Compare plans →Held orders & re-scoring
Held orders wait in your Shopify admin until you review them — release them like any fulfillment hold. Every scored order has a Re-score button that reruns the rules and the AI check with your current settings.
Thresholds, rules & block lists
Everything is tuned in the app under Settings: medium/high score thresholds, auto-hold, allowed and blocked countries, and block lists for emails, IPs and phone prefixes.
Data & deletion requests
Customer data is stored hashed, and Shopify's redaction webhooks erase it automatically. For a copy of what's held against your shop, email us — merchants can also request shop-wide deletion at any time.
Read the privacy policy →Does it replace Shopify's own fraud analysis?
No — it works alongside it. Shopify's risk level is one of the inputs; Order Risk Guard adds signals Shopify doesn't check.
Will it cancel orders on its own?
Never. It flags, tags and — if you enable auto-hold — places a fulfillment hold. Every decision stays with you.
How am I billed?
Through your Shopify invoice. Quotas: 150 orders/month on Free, 500 on Pro, unlimited on Growth — plus 100 or 1,000 AI reviews on the paid plans.
More in the full FAQ and our pricing page.