Merchant help
Support
Get help with the configurator, supported document set, generated templates, or a verified billing-entitlement problem.
Contact and response targets
Email [email protected]. Support is reviewed Monday to Friday in Eastern Time (Toronto), excluding statutory holidays observed by the operator.
We aim to provide an initial response within two business days. The shorter targets below apply to higher-impact reports. These are service targets, not guaranteed service-level or resolution commitments.
| Issue | Example | Initial response target |
|---|---|---|
| Security | Suspected unauthorized or cross-store access | One business day |
| Blocking | A supported installation cannot load, save, or generate | One business day |
| Major or minor defect | A reproducible template or documentation problem | Two business days |
| Feature request | A new document, field, collection, or custom behaviour | No delivery commitment |
What standard support covers
- Access after a valid Shopify installation.
- Loading, saving, and resetting non-sensitive configuration.
- Using fictional preview data and the three visual collections.
- Generating the invoice, packing slip, per-order picking worksheet, gift receipt, and return form.
- Following the documented manual copy-and-paste process in Shopify Order Printer.
- Reproducible defects in generated HTML, CSS, or Liquid within the published compatibility scope.
- Restoring access after a verified billing-entitlement problem.
What standard support does not cover
- Collaborator access, custom installation, bespoke design, new document types, or custom Liquid development.
- Repairing unrelated apps, themes, fulfilment systems, printing hardware, or merchant-edited template code.
- Tax, accounting, legal, invoice-compliance, food-labelling, accessibility-certification, or other regulatory advice.
- Real-order debugging that requires disclosure of customer information.
- Automatic document delivery, PDF hosting, order syncing, or Shopify Order Printer behaviour outside the published scope.
What to include in a request
- The document type and selected visual collection.
- Exact steps that reproduce the issue.
- The expected result and what happened instead.
- Your browser and selected paper format.
- A screenshot using fictional or fully redacted information.
- Whether the generated code was edited after export.
- An installation identifier, if available and relevant.
Support will never ask for a Shopify password, API secret, access token, customer list, or payment-card information. Standard support does not require collaborator access to your store.
Merchant responsibilities
- Install and maintain Shopify Order Printer.
- Keep rollback copies of Shopify's built-in templates and preserve enough template slots for the selected document set.
- Review the generated code and test every document with development or test orders before production use.
- Verify tax, invoice, labelling, returns, accessibility, and regulatory requirements for each relevant jurisdiction.
- Retest after merchant edits or material Shopify or Order Printer changes.
Product boundary
Generated templates remain merchant-controlled after manual installation. Security fixes and reproducible supported defects take priority over feature requests. If a platform change makes safe support impractical, OrderSimple may pause new installs while the change is evaluated.
OrderSimple is an independent product and is not affiliated with, endorsed by, or sponsored by Shopify.