Support

One inbox, answered by the people who build the app. Include your myshopify.com domain and the order number, and we can usually answer in one reply.

Check these first

No orders are being called

Check the master switch in Call settings first — it is off until you turn it on. Then check your credit balance: calling pauses at zero and resumes when you top up.

One order is not being called

Open Orders and read the badge on that row. It names the exact rule that stopped it.

A call went out later than I expected

Calls go out after your wait time, which is 15 minutes by default, and retries are 30 minutes apart. Changing the wait reschedules orders already in the queue.

A call cost more credits than I expected

Calls bill by started minute at 90 credits each, so a call of 1 minute 5 seconds bills as two minutes. The history row shows the call's length and the minutes charged, so you can check the arithmetic.

I was charged for a call nobody answered

That should not happen — only connected calls cost credits. Send us the order number and we will return them.

What each “not being called” badge means

No phone number

Nothing to dial. Fix it in Shopify and the order becomes callable.

Not selected for calling

A prepaid order while you are set to COD only. Working as configured.

Already fulfilled

The parcel has gone. A call cannot prevent an RTO now.

Order was cancelled

Cancelled in Shopify, so it drops out of the queue.

Waiting for the call interval

Placed less than your wait time ago. It fixes itself.

All attempts used

Tried your maximum number of times without settling it.

Out of credits

Calling pauses. Orders keep their place in the queue.

Calling is turned off

The master switch is off. Nothing is dialled.

Data requests

If a customer asks you for a copy of their data or asks you to delete it, forward the request to confirmly@frostleaf.co. We action these within 30 days. See the privacy policy for what we hold and for how long.