Support

For most questions, email support@disputedesk.app. When relevant, include the affected store domain, dispute ID, and a screenshot — that lets us answer in one round-trip.

Specialized inboxes route faster:

• billing@disputedesk.app — invoices, plan changes, refunds.
• security@disputedesk.app — vulnerability reports, suspicious activity.
• privacy@disputedesk.app — data subject requests, GDPR/CCPA inquiries.

• First response within one business day for paid plans, two business days for free or trial accounts.
• Security reports acknowledged within five business days; see our Security page for the responsible disclosure process.
• Billing requests processed within two business days.
• Privacy requests confirmed within five business days; deletion completed within thirty days unless a legal hold applies.

Business days are Monday through Friday, excluding public holidays. Time-sensitive incidents (active dispute deadline hours away, suspected security event) are prioritized.

• Product questions — how a feature works, how to configure automation, where a setting lives.
• Evidence questions — why a particular field was or wasn't included, how the strength score is computed, what to upload for a specific dispute reason.
• Sync and data issues — disputes not appearing, evidence not saving, status looking wrong.
• Account and access — sign-in trouble, store switching, team access.

We do not give legal advice and cannot tell you whether a specific dispute will be won — that decision is the cardholder's bank and the card network.

Plan changes, top-ups, and cancellations are managed inside the app under Settings → Billing (also accessible from Shopify Admin). Invoices are issued through Shopify Billing and appear on your Shopify bill. For invoice copies, refund requests, or plan questions email billing@disputedesk.app.

Common questions, in order of frequency:

• The app loads to a blank screen. Reload the app from Shopify Admin to refresh the embedded session token. If that doesn't resolve it, send us the store domain and a screenshot.
• A dispute isn't showing up. Click Sync now on the Disputes page. Webhooks usually ingest disputes within minutes; sync is the manual fallback.
• Evidence saved but Shopify shows it empty. Confirm your Shopify staff account has the Manage orders information permission. Without it, Shopify may accept our request and silently drop the data.
• An automated rule didn't fire. Open the dispute's timeline — the rule evaluation is recorded there with the reason a rule matched or skipped.

If you're still stuck, send us the dispute ID and the timestamp of the issue and we'll trace it from the audit log.

Suspected security vulnerabilities or active incidents go to security@disputedesk.app. See our Security page for the responsible disclosure process. Please do not include exploit details in a general support ticket.

New stores are guided through a setup wizard inside the app (connect Shopify, set policies, install pack templates, configure automation rules, invite teammates). If a step is stuck or unclear, the wizard's “Need help with this step?” link drops a context note into your support ticket so we can pick up where you are without the back-and-forth.

The app ships with an embedded Help section covering field mapping, automation rules, billing, and what happens after saving evidence. Open it from the sidebar. Articles are searchable and linked inline from the most relevant screens.