{"id":4492,"date":"2026-07-17T09:03:04","date_gmt":"2026-07-17T09:03:04","guid":{"rendered":"https:\/\/8digits.es\/?page_id=4492"},"modified":"2026-07-17T15:07:34","modified_gmt":"2026-07-17T15:07:34","slug":"checkoutcontrol-support","status":"publish","type":"page","link":"https:\/\/blue.8digits.es\/es\/checkoutcontrol-support\/","title":{"rendered":"How to contact support"},"content":{"rendered":"<p class=\"wp-block-paragraph\"><strong>Effective date:<\/strong> 17 July 2026<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Support page:<\/strong> https:\/\/8digits.es\/checkoutcontrol-support\/<\/li>\n\n\n\n<li><strong>Support email:<\/strong> support@8digits.es<\/li>\n\n\n\n<li><strong>Security or urgent developer contact:<\/strong> peter@8digits.es<\/li>\n\n\n\n<li><strong>Support hours:<\/strong> Monday-Friday, 09:00-17:00 Europe\/Madrid<\/li>\n\n\n\n<li><strong>Languages:<\/strong> English, Spanish, Hungarian<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Do not send passwords, Shopify access tokens, payment-card data, or unnecessary<br>buyer information. If sensitive material is required for diagnosis, wait for<br>secure instructions from support.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What support covers<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Support covers installation and OAuth, billing behavior, rule configuration,<br>Shopify Function registration and recovery, metafield synchronization, the COD<br>fee variant, cart-page theme block setup, COD gateway matching, reproducible App<br>errors, and documented deployment or rollback behavior.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Support does not include custom theme development, unrelated third-party apps,<br>Shopify platform outages, legal or tax advice, merchant-specific payment-provider<br>contracts, or unsupported cart-drawer customization.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Before opening a request<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The shop&#8217;s <code>myshopify.com<\/code> domain.<\/li>\n\n\n\n<li>A concise description of the expected and observed result.<\/li>\n\n\n\n<li>Approximate time, time zone, and steps to reproduce.<\/li>\n\n\n\n<li>The affected rule name and type, without buyer personal information.<\/li>\n\n\n\n<li>Relevant screenshots or short recordings with private information removed.<\/li>\n\n\n\n<li>Whether the issue occurs on desktop, mobile, or both.<\/li>\n\n\n\n<li>Any CheckoutControl message and relevant Shopify Function log reference.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Severity and initial-response targets<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">These targets begin during published support hours and are not uptime or<br>resolution guarantees.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Severity<\/th><th>Example<\/th><th>Initial response target<\/th><\/tr><\/thead><tbody><tr><td>Critical<\/td><td>A reproducible CheckoutControl defect prevents checkout for a live store or creates materially incorrect charges with no safe workaround.<\/td><td>Within 24 hours<\/td><\/tr><tr><td>High<\/td><td>A core payment, delivery, selector, or COD-fee flow is materially impaired, but checkout remains available or a workaround exists.<\/td><td>Within seven business days<\/td><\/tr><tr><td>Normal<\/td><td>Configuration help, isolated errors, documentation questions, or non-critical defects.<\/td><td>Within seven business days<\/td><\/tr><tr><td>Low<\/td><td>Feature requests, cosmetic issues, or general guidance.<\/td><td>Within seven business days<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">We may change severity after reviewing impact, reproducibility, scope, and<br>available workarounds.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Safe incident actions<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If CheckoutControl appears to block checkout or apply an incorrect fee:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Disable the affected rule or COD-fee configuration.<\/li>\n\n\n\n<li>Remove or disable the CheckoutControl cart-page block if it is involved.<\/li>\n\n\n\n<li>Confirm ordinary Shopify checkout behavior is restored.<\/li>\n\n\n\n<li>Contact the emergency channel with the shop domain, impact, start time, and<br>sanitized evidence.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Do not deploy, reinstall, rotate credentials, or delete the fee product solely<br>for troubleshooting unless support or the documented rollback procedure calls<br>for it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Current product boundaries<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The v1 selector supports cart-page templates, not cart drawers.<\/li>\n\n\n\n<li>CART mode is the supported core COD path for eligible non-Plus merchants.<\/li>\n\n\n\n<li>CHECKOUT_UI mode is optional and depends on Shopify plan and extension<br>eligibility.<\/li>\n\n\n\n<li>COD aliases must match the runtime payment names or handles available to the<br>store. A no-match configuration is designed to fail open.<\/li>\n\n\n\n<li>COD fees require an active supporting product variant configured in the App.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Privacy and retention<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Support records are handled under the CheckoutControl Privacy Policy at<br>https:\/\/8digits.es\/checkoutcontrol-privacy-policy\/ and retained for 365 days.<br>Requests to access or delete personal information should be sent to<br>support@8digits.es.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Escalation and status updates<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">For Critical and High issues, support will provide weekly updates until impact<br>is mitigated or the severity changes. Escalations go to P\u00e9ter Kiss. Planned<br>maintenance and broad incidents will be communicated through<br>https:\/\/8digits.es\/checkoutcontrol-status\/.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>","protected":false},"excerpt":{"rendered":"<p>Effective date: 17 July 2026 Do not send passwords, Shopify access tokens, payment-card data, or unnecessarybuyer information. If sensitive material is required for diagnosis, wait forsecure instructions from support. What support covers Support covers installation and OAuth, billing behavior, rule configuration,Shopify Function registration and recovery, metafield synchronization, the CODfee variant, cart-page theme block setup, COD [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"nf_dc_page":"","om_disable_all_campaigns":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-4492","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/blue.8digits.es\/es\/wp-json\/wp\/v2\/pages\/4492","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blue.8digits.es\/es\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/blue.8digits.es\/es\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/blue.8digits.es\/es\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/blue.8digits.es\/es\/wp-json\/wp\/v2\/comments?post=4492"}],"version-history":[{"count":4,"href":"https:\/\/blue.8digits.es\/es\/wp-json\/wp\/v2\/pages\/4492\/revisions"}],"predecessor-version":[{"id":4505,"href":"https:\/\/blue.8digits.es\/es\/wp-json\/wp\/v2\/pages\/4492\/revisions\/4505"}],"wp:attachment":[{"href":"https:\/\/blue.8digits.es\/es\/wp-json\/wp\/v2\/media?parent=4492"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}