Support
Need help with Price Policy Guard? Send us a short description of the issue and include your Shopify store address (for example, yourstore.myshopify.com) so we can identify the store context.
Contact support
Email is the best way to reach us.
- support@pricepolicyguard.com
- Typical response time
- Within 2 business days
- Support hours
- Email requests accepted 24/7; responses within 2 business days (Monday–Friday, KST)
What to include in your message
- Your Shopify store address, for example yourstore.myshopify.com.
- What happened, and what you expected to see instead.
- The order number or numbers involved (for example #1001), if your question is about a specific order.
- The discount code or automatic discount title involved, if there is one.
- Roughly when it happened, and a screenshot of the Price Policy Guard screen if you can.
Common troubleshooting
The Dashboard has no results yet
Price Policy Guard checks new orders as they are placed, so a store with no new orders since installation shows “Waiting for your first order.” Past orders are not imported. Open Settings and make sure your discount policy is saved, then place or wait for a new order. Results can take a short time to appear after an order is placed.
A line shows Review
Review means Price Policy Guard could not confidently classify that line. It is not confirmed as outside your policy. Typical reasons are that Shopify did not return the tax detail needed for the comparison, the line was partly refunded or adjusted, the price is lower but no discount data explains it, or the discount came from a source Price Policy Guard does not recognize. Open “Why flagged” on the line to see the exact reason.
A discount was flagged unexpectedly
Open “Why flagged” to see which discount was checked and why. If the discount is one you approve, approve the discount code or automatic discount title in Settings (tick it in the list if you allowed the optional discount permission, or type it exactly as it appears in Shopify). Saving the policy re-checks the results already recorded. “Potential leakage” is an estimate of a price difference your policy does not explain; it is not a confirmed financial loss.
Email alerts are not arriving
Check that email alerts are turned on and saved in Settings, with a valid address. Alerts are sent only for leaks newly detected after alerts were turned on; existing results are not emailed retroactively, and each affected line is alerted once. A leak that appears only because you changed your policy does not send an alert. Also check your spam or junk folder. If nothing arrives for a new leak shown on the Dashboard, contact us.
The app was just installed
Finish “Set up discount policy” so Price Policy Guard knows which discounts you approve. It then checks new orders as they are placed. Orders placed before installation are not imported, so the first results appear after your next order.
Before contacting support
- Use Refresh on the Dashboard to load the latest results.
- Confirm you are looking at the right store and that the app is still installed.
- Open “Why flagged” on the line in question; the reason often answers the question.
- Look through the FAQ for a quick answer.
Billing questions
Questions about billing, trials, or cancellation? See the FAQ. Billing is handled by Shopify.
Sensitive information
Please do not send passwords, API keys, payment card details or customers’ personal information in a support message. We never need your Shopify password. Price Policy Guard does not intentionally store customer names, email addresses, phone numbers or addresses; see the Privacy Policy for details.