CASEKIT
Support

Get help with CaseKit

Most problems have a known cause, so the fixes are below first. If none of them match, the form sends us the details we need instead of a message we have to reply to twice.

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

Try these first

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 is older than 60 days. Shopify shares roughly the last 60 days of order data by default. CaseKit will say so when this is the reason.
  • Guest checkout with a different email. Same fix: search by order number.
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 sends an anonymous signal we use to improve matching — 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

Billing runs through Shopify and appears on your normal Shopify invoice. Cancel by removing the CaseKit app in your Shopify admin. We never see your card details.

See pricing for what each plan includes.

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 store domain.

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

See your mailbox, read your customer emails, or look at your orders. We work from the order number and diagnostic code you give us.

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 below asks for exactly that, which is why it exists instead of a plain email link.
Can you see my emails or my orders?
No. We cannot read your mailbox and we do not keep copies of your orders. When you report a lookup that went wrong we work from the diagnostic code and the order number you give us, which is why the form asks for them.
How do I cancel or get a refund?
Billing runs through Shopify, so cancelling the CaseKit app in your Shopify admin ends the subscription. For refunds, see the refunds policy or email us.
How do I delete my data?
Uninstall the app from Shopify and the store credentials are deleted immediately. To remove your account and workspace entirely, email support@casekit.app and we action it within 30 days.