How long does setup take?
About 60 seconds. Install OrderWise from the Shopify App Store, then enable the chat widget in your Theme Editor under App Embeds. No code changes, no developer required.
25 answers, all open by defaultFrequently asked
Frequently asked
questions
Everything we get asked about OrderWise — setup, pricing, GDPR, AI behavior, language support, and Shopify integration. Jump to a category below.
Getting Started
Install, activate, and answer your first ticket.
Do I need to write code?
No. OrderWise installs as a standard Shopify app and the chat widget activates through Theme App Embed. Everything from order lookup to refund approvals is configured inside the admin UI.
Which Shopify plan do I need?
OrderWise works with every Shopify plan, including Basic. It uses standard Shopify APIs that are available across all tiers.
Can I try OrderWise for free?
Yes. Every plan starts with a 14-day free trial, no credit card required. The Free plan also covers 25 conversations per month indefinitely so you can keep using OrderWise after the trial ends.
AI & Privacy
How the AI works and how we handle customer data.
Which AI model does OrderWise use?
OrderWise uses Anthropic's Claude models. The exact model is selected based on conversation complexity to balance quality and cost. We do not run our own foundation model.
Is my customer data used to train AI models?
No. We have a Data Processing Agreement with Anthropic that prohibits using customer data for model training. Messages are only used to generate the response to that specific conversation.
How long are conversations stored?
Conversation history is retained for 30 days, then automatically deleted. Order cache is removed within 48 hours of app uninstall via the shop/redact webhook. Details are in our Privacy Policy.
Is OrderWise GDPR-compliant?
Yes. Our database runs in the EU (Supabase, Stockholm region). Anthropic processes data under Standard Contractual Clauses. We implement all three Shopify mandatory privacy webhooks (customers/data_request, customers/redact, shop/redact) and respond to GDPR subject requests within 30 days.
Where can I see the list of sub-processors?
The current sub-processor list is published in our Privacy Policy at /privacy. It includes Anthropic (AI inference, US, DPA + SCCs), Supabase (database, EU region), and Vercel (hosting).
Features & Capabilities
What OrderWise can and cannot do out of the box.
What can OrderWise actually answer?
Order status, tracking number and carrier, estimated delivery, return and refund policy questions, FAQ topics you configure in the Knowledge tab, and shipping or product questions when the answer lives in your store data. It can also initiate refund or cancellation requests for merchant approval.
Does it work in multiple languages?
Yes. OrderWise responds natively in English, German, French, Spanish, and Italian. Language is auto-detected from the customer's message — no per-store configuration required.
Can the AI execute refunds autonomously?
By default, no. The AI creates a pending action that you approve with one click from the Inbox. If you want full automation for specific scenarios (e.g. refund under $20 for orders shipped over 30 days ago), you can enable Auto-Execution Rules in Settings.
What happens if the AI can't answer a question?
The AI hands off the conversation to the merchant Inbox with the full conversation context so you can answer manually. The customer is told that a human will respond — there is no fake confidence and no hallucinated answer.
Can I add my own custom FAQs?
Yes. The Knowledge tab in the embedded admin lets you add custom Q&A pairs (e.g. shipping policy, sizing guide, ingredients) that the AI uses to answer customer questions. Changes take effect within a few seconds.
Pricing & Billing
Plans, limits, and how billing works.
What plans are available?
Free ($0, 50 conversations/month), Starter ($29, 200 conversations/month), Growth ($79, unlimited conversations + 5 languages + custom branding), and Plus ($199, multi-store + white-label + 1-hour SLA). Pricing details are on /#pricing.
What happens if I exceed my plan limit?
We show a soft warning in your admin and suggest upgrading. We do not hard-block conversations mid-month, because cutting off support would hurt your customers more than it would prevent overage. You decide whether to upgrade or wait until the next cycle.
Can I pay annually?
Annual billing with a discount is on the roadmap and will be enabled directly through Shopify's billing system. Until then, all plans are billed monthly through the standard Shopify app charge.
How do I cancel?
In your Shopify Admin, go to Apps, find OrderWise, and uninstall. Billing stops immediately at the next cycle. All shop data is deleted within 48 hours via the shop/redact webhook.
Setup & Integration
Theme integration, customization, and other apps.
How do I activate the widget in my theme?
Open your Shopify Admin, go to Online Store → Themes → Customize, then click App Embeds in the left sidebar and toggle OrderWise on. Save the theme. The widget appears on every storefront page immediately.
Does it work with every Shopify theme?
Yes, as long as your theme uses Online Store 2.0 (the default for any new store since 2021). The widget uses Shopify's Theme App Embed standard, so it works with Dawn, Sense, Refresh, Craft, and all custom themes that follow the OS 2.0 spec.
Can I customize how the widget looks?
Your brand color is configurable on every plan from the Settings tab. Growth and Plus plans unlock custom greeting text, the agent display name, and additional styling options. White-label removal of OrderWise branding is included on Plus.
Which other apps does OrderWise integrate with?
OrderWise ships with native Shopify Flow triggers and actions, so you can chain conversations and refund approvals into your Flow automations. Klaviyo integration is on the near-term roadmap. Any tool that consumes Shopify webhooks or Flow runs already composes with OrderWise.
Support & Troubleshooting
Common issues and how to get help fast.
The widget doesn't show on my storefront — what should I check?
First, confirm the OrderWise App Embed is toggled on in your Theme Editor (Online Store → Themes → Customize → App Embeds). Then clear your browser cache and reload the storefront in an incognito window. If it still doesn't appear, your theme may not be OS 2.0 — contact support@orderwise.dev and we'll help.
The AI gave a wrong answer — how do I fix it?
Open the conversation in the Inbox and click 'Improve this answer' — your correction is added to the knowledge base and the AI will use it for future similar questions. For policy questions, add or refine an entry in the Knowledge tab. Corrections take effect within seconds.
Where do I get support?
Email support@orderwise.dev — we respond in under 24 hours on business days. Growth plans get email priority; Plus plans get a 1-hour SLA during business hours.
Still have questions?
We answer every email in under 24 hours on business days.
Email support@orderwise.dev