Merchant support
Good support starts with a clear path forward.
Tell us what you’re seeing and we’ll help you get back on track.
Email support
We’re here to help.
For product questions, troubleshooting, privacy requests, or account help, email our support team.
support@merchantwell.comFor a faster answer
Include these details
- Your Shopify store URL
- The Merchantwell app you’re using
- What you expected and what happened
- Screenshots or a short recording, if useful
Common questions
A few quick answers.
Why isn’t my AOVLift offer appearing after checkout?+
Confirm that the funnel is active, the order matches its targeting rules, eligible products are available, and AOVLift is selected in Shopify’s post-purchase page setting.
How is AOVLift billed?+
AOVLift subscriptions and any applicable charges are approved and managed through Shopify. Full plan details will be shown before a merchant accepts a charge.
When does AddressSure check an address?+
AddressSure checks eligible shipping addresses after checkout. It does not interrupt or block checkout. When a useful correction is available, the customer can review it on Shopify’s Thank You and Order Status pages during the merchant’s configured correction window.
How is AddressSure billed?+
The first 100 successfully checked production orders are free once. After that, each successfully checked production order costs $0.05 through Shopify usage billing. Test orders, duplicate webhooks, disabled validation, unsupported countries, and provider failures are not billed.
What happens when a customer accepts a correction?+
AddressSure updates the Shopify order’s shipping address, records the correction in the merchant dashboard, and applies only the AddressSure order tags the merchant enabled.
How do I request access to or deletion of data?+
Buyers should contact the Shopify merchant they purchased from. Merchants can email support@merchantwell.com and include their store URL so we can verify and assist.
Can I suggest a feature?+
Absolutely. Merchant feedback shapes our roadmap. Send the problem you’re trying to solve—not just the feature—and we’ll take a close look.