CASEKIT
Support

Get help with CaseKit

Most problems have a known cause, so the fixes are below first. If none match, prepare an email below or contact support directly. Nothing is sent until you send the email.

Monday to Sunday, 09:00–18:00 UTC+1 · target first reply within one working day · check system status

Try these first

Shopify: CaseKit can't find the order

Three common causes, in order of likelihood:

  • The customer wrote from a different address than they ordered with. Use the search box in the card to look the order up by number or by another email.
  • The order may be outside the available window. Shopify shares roughly the last 60 days by default. A missing result can also mean an incorrect order reference; verify the reference and search in Shopify Admin.
  • Guest checkout with a different email. Same fix: search by order number.
Gmail extension: it matched the wrong order

If the customer has several orders, CaseKit should list them and ask rather than pick one. When it picks wrongly, mark the suggestion as wrong in the card — that records feedback linked to your store workspace so we can investigate — then choose the right order from the list.

If it happens repeatedly on the same store, report it below with two example order numbers.

The panel doesn't appear in Gmail
  • CaseKit works in Gmail on the desktop web only. There is no mobile app, and no Firefox or Safari version.
  • Open a conversation rather than the inbox list — the panel renders next to an open thread.
  • Check the extension is enabled for the Chrome profile you are signed into.
  • Another extension that rewrites the Gmail interface can conflict. Disabling others briefly will tell you.
The Shopify connection stopped working

Usually the app was uninstalled or its permissions were changed in the Shopify admin. Reconnect from the CaseKit app. There is no API key to regenerate.

If reconnecting fails, check Shopify's status page before reporting it.

The reply mentions the wrong thing

The reply is built from the fulfilment state in your store, so a wrong reply usually means the resolved order was wrong — check the order number on the card first. If the order is right and the wording is wrong, that is worth reporting with the order number and what you expected.

On Pro, wording is also shaped by your store tone and policy notes, so check those settings if replies read oddly across the board.

Billing, plans and invoices

Shopify: charges appear on your Shopify invoice. Manage your plan in CaseKit in Shopify Admin, or uninstall the app to cancel. Removing only the Chrome extension does not cancel the subscription.

WooCommerce: Pro renews through PayPal. Cancel through Manage Pro or PayPal automatic payments. Disconnecting or uninstalling the plugin does not cancel renewal. See refunds and cancellation, Shopify pricing or WooCommerce Pro. CaseKit does not collect card numbers.

WooCommerce: service replies are unavailable

Check the connection and plan in WooCommerce → CaseKit Settings. Free includes 25 successful CaseKit replies per UTC month. Reply options → Local reply remains free and unlimited when disconnected, offline or at the service allowance.

If the problem continues, email support with the site URL, plugin version and error shown. Do not send credentials or a full customer message.

Open a ticket

Everything here goes into the message so we can look before we reply.

Please don't paste a customer's full email. The order number and what the card showed is enough.

This opens your mail app with everything filled in, including the reference. Nothing is sent until you send it.

Reference —

Prefer email? Write to support@casekit.app and quote your Shopify store domain or WooCommerce site URL.

What we can and cannot do from here

We can

Diagnose lookups that failed, fix matching bugs, correct billing and plan problems, and delete your account and data on request.

We cannot

Browse your mailbox or Shopify Admin. We work from the diagnostics you provide and temporarily saved drafts you requested, as described in our privacy policy.

We won't

Act on your store. CaseKit's Shopify access is read-only, so we cannot refund, cancel or edit an order even if you ask us to.

Support questions

How fast will I get a reply?
The target is a first reply within one working day, Monday to Sunday, 09:00–18:00 UTC+1. That is a target rather than a contractual SLA, and we would rather say so than publish a guarantee we are not staffed to keep.
Do I need an account to get support?
No. Free plan users get the same support queue as Pro users. There is no paid support tier.
What should I include so you can actually help?
Your store domain, the order number you were looking at, and what CaseKit showed versus what you expected. The form prepares an email with those details.
Can you see my emails or my orders?
We cannot automatically search your mailbox. Order lookups are cached for up to 90 seconds. Successful explicitly requested Shopify drafts and their order snapshots are saved encrypted and available for 30 days so you can retry or reopen them. Expired content is inaccessible and removed by bounded daily cleanup; physical removal can take longer when there is a backlog. Authorized support can process a verified privacy export through private tools; see the privacy policy. For a lookup problem, include the diagnostic code and order number.
How do I cancel or get a refund?
Shopify subscriptions are managed in Shopify Admin. WooCommerce Pro subscriptions are managed through Manage Pro or PayPal automatic payments. Removing the Chrome extension does not cancel Shopify billing; disconnecting or uninstalling the WooCommerce plugin does not cancel PayPal billing. See the refunds policy or email us for billing help.
How do I delete my data?
When CaseKit processes Shopify's uninstall notification, it disables access and deletes the stored credentials. For WooCommerce, use CaseKit Settings → Disconnect and delete account data; cancel any PayPal renewal separately. Email support@casekit.app for other deletion requests. We verify your authority and respond within 30 days; required billing records may have separate retention.