Support
Help with Hexloom Duplicate Orders, the Shopify app from Hexloom Labs.
Use the Hexloom Labs support page and put your store address (example.myshopify.com) in the message. We usually reply within two business days.
How it works
- Install the app. It scans the last 30 days of orders once, then watches new, changed and cancelled orders.
- Open the app in Shopify admin. Each flag shows the orders involved, how sure the app is, why, and what it suggests.
- Press Cancel duplicate (after a confirmation) or Dismiss. Nothing is cancelled automatically.
Plans
- Free, US$0: 3 flagged duplicates a month. Further ones are counted but locked until you upgrade.
- Standard, US$9 a month: unlimited flags. The 7-day free trial applies the first time you subscribe.
Billing is handled by Shopify. To go back to Free, press Switch to Free in the Plans card inside the app: the paid plan ends at once, with no credit for the rest of the billing period, and any free trial days left are lost. Uninstalling the app also ends the charge, and its data is then deleted as the privacy policy describes.
Common questions
Why was an order not flagged? Orders are matched on the same buyer, the same items and a time window you set (5 minutes to 24 hours, default 60). Cancelled orders and orders without a buyer email, phone or customer are ignored.
Why can I not cancel an order? Fulfilled orders can never be cancelled from the app.
What we store is described in the privacy policy.