How to contact support

Effective date: 17 July 2026

• Support page: https://8digits.es/checkoutcontrol-support/
• Support email: support@8digits.es
• Security or urgent developer contact: peter@8digits.es
• Support hours: Monday-Friday, 09:00-17:00 Europe/Madrid
• Languages: English, Spanish, Hungarian

Do not send passwords, Shopify access tokens, payment-card data, or unnecessary
buyer information. If sensitive material is required for diagnosis, wait for
secure instructions from support.

What support covers

Support covers installation and OAuth, billing behavior, rule configuration,
Shopify Function registration and recovery, metafield synchronization, the COD
fee variant, cart-page theme block setup, COD gateway matching, reproducible App
errors, and documented deployment or rollback behavior.

Support does not include custom theme development, unrelated third-party apps,
Shopify platform outages, legal or tax advice, merchant-specific payment-provider
contracts, or unsupported cart-drawer customization.

Before opening a request

Include:

• The shop’s myshopify.com domain.
• A concise description of the expected and observed result.
• Approximate time, time zone, and steps to reproduce.
• The affected rule name and type, without buyer personal information.
• Relevant screenshots or short recordings with private information removed.
• Whether the issue occurs on desktop, mobile, or both.
• Any CheckoutControl message and relevant Shopify Function log reference.

Severity and initial-response targets

These targets begin during published support hours and are not uptime or
resolution guarantees.

Severity	Example	Initial response target
Critical	A reproducible CheckoutControl defect prevents checkout for a live store or creates materially incorrect charges with no safe workaround.	Within 24 hours
High	A core payment, delivery, selector, or COD-fee flow is materially impaired, but checkout remains available or a workaround exists.	Within seven business days
Normal	Configuration help, isolated errors, documentation questions, or non-critical defects.	Within seven business days
Low	Feature requests, cosmetic issues, or general guidance.	Within seven business days

We may change severity after reviewing impact, reproducibility, scope, and
available workarounds.

Safe incident actions

If CheckoutControl appears to block checkout or apply an incorrect fee:

1. Disable the affected rule or COD-fee configuration.
2. Remove or disable the CheckoutControl cart-page block if it is involved.
3. Confirm ordinary Shopify checkout behavior is restored.
4. Contact the emergency channel with the shop domain, impact, start time, and
   sanitized evidence.

Do not deploy, reinstall, rotate credentials, or delete the fee product solely
for troubleshooting unless support or the documented rollback procedure calls
for it.

Current product boundaries

• The v1 selector supports cart-page templates, not cart drawers.
• CART mode is the supported core COD path for eligible non-Plus merchants.
• CHECKOUT_UI mode is optional and depends on Shopify plan and extension
  eligibility.
• COD aliases must match the runtime payment names or handles available to the
  store. A no-match configuration is designed to fail open.
• COD fees require an active supporting product variant configured in the App.

Privacy and retention

Support records are handled under the CheckoutControl Privacy Policy at
https://8digits.es/checkoutcontrol-privacy-policy/ and retained for 365 days.
Requests to access or delete personal information should be sent to
support@8digits.es.

Escalation and status updates

For Critical and High issues, support will provide weekly updates until impact
is mitigated or the severity changes. Escalations go to Péter Kiss. Planned
maintenance and broad incidents will be communicated through
https://8digits.es/checkoutcontrol-status/.