Draft of 17 October 2026. Published for review before the app's Shopify App Store submission.
Contact
Email contact@webinstudio.co.kr. Include your store domain (for example your-store.myshopify.com), the case number if there is one, and a screenshot of what you see.
Please do not email passwords, API keys or full customer records. We will never ask for them.
For urgent problems, such as a refund that failed or data that appears in the wrong account, put URGENT in the subject line.
Getting started
On Shopify, install the App from the Shopify App Store and approve the permissions. The App opens inside your Shopify admin on the exception queue. The first staff member who opens it with access to all the permissions it uses becomes the owner. This is usually the person who installed it. Other staff who open the App join as agents, and the owner can change their roles.
Then choose a plan on the Shopify plan page the App links to, and connect your EasyPost account under Settings › Integrations. Carrier scans reach the App through that account.
On WooCommerce, install the Order Exceptions Connector plugin on your WordPress site, then paste the one-time connection token from Settings › Integrations in the App.
Frequently asked questions
What does the App do?
It turns shipping problems (lost, damaged, delayed, delivered but not received, returned to sender) into cases with deadlines and an evidence checklist. From a case, your team can issue a refund, send a replacement or prepare a claim packet.
When does a case close?
When a matching event arrives (a successful Shopify refund transaction, a delivery scan for the replacement shipment, or a recorded claim payout), the App marks the case ready to close. A team member then closes it, and the App allows this verified close only after such an event. An owner can also close a case by hand with a written reason of at least 20 characters, and the reason stays with the case. Owners can allow agents to do this too.
Will the App change my orders?
Only when your team acts. On Shopify, depending on the action, the App creates a refund, adds the same items to the original order again at no charge so you can fulfill them as a replacement, adds a note or tag to the order, or stores App data on the order. Shopify ships the replacement to the order's existing address. When your team issues a refund, the App asks Shopify to send its standard refund notification to the customer. On WooCommerce, the App only adds order notes. You make refunds and replacements in WooCommerce admin.
Does the App email my customers?
The App itself sends no email in this version. When your team issues a Shopify refund, Shopify sends its standard refund notification. Replies and the automatic notices the App writes for delayed, lost and returned-to-sender cases are saved on the case and shown on the case status page. To email them, use your usual channel.
Where do tracking updates come from?
Carrier scans that report a lost, damaged, delayed or returned shipment come from your EasyPost account, which you connect in Settings › Integrations. The App registers each shipment's tracking number there as it is fulfilled. EasyPost bills your account for tracking under your agreement with EasyPost. The App also reads delivery updates from your store's fulfillments.
Can the App file a claim with the carrier?
It prepares a claim packet with the timeline, evidence checklist and messages for you to submit to the carrier or insurer, and links to the carrier's claim portal. Filing a claim directly from the App is not available.
Who on my team can see what?
Owners manage settings, people and integrations. Agents work cases and can issue refunds up to the limit the owner sets. Viewers can read cases but cannot act on them or change store settings. Only owners can export CSV data unless the owner allows agents to. Anyone on your team, including viewers, can download a case's claim packet, which contains the order, items, tracking and the messages shown to the customer.
What can my customers see?
Each case has a status page. A customer who opens it sees your store name, the case number and type, the case progress, the order number and items, the carrier and tracking number, the replacement shipment's tracking number, expected delivery date and delivery date, and the refund date. Every reply your team sends from the case appears there, along with requests for photos or an address, automatic notices and messages from the customer that your team linked to the case. The customer can confirm receipt and leave a rating and comment. The page does not show addresses, email addresses or phone numbers. The link works until the customer's data is redacted or the store's data is deleted, and anyone who has it can open it, so share it only with that customer.
How do I delete my data?
Uninstall the App. The App deletes your store's access token at once, and when Shopify notifies us 48 hours later the App deletes your store's data. Backup copies expire within 14 days after that. On WooCommerce, or if you want deletion sooner, email us. See the privacy policy for details.
A customer asked for their data. What happens?
On Shopify, the request reaches the App automatically. The store owner gets a notice, and the App prepares a JSON file with what it holds for the listed orders. Download it from Settings and pass it to the customer.
How is the App billed?
Through your Shopify bill. Plans start with a 14-day free trial, and the current price, the number of tracked shipments included each month and the charge for each additional one are on our Shopify App Store listing and on the plan page. Tracking fees from EasyPost are billed by EasyPost to your own account. For questions about a charge, email us.
Which languages does the App support?
The App's interface is available in English, Korean, Japanese, German, French, Spanish, Italian, Portuguese (Brazil) and Dutch. English and Korean were written by us. The other seven are machine translated and have not yet been reviewed by native speakers. Support is in English and Korean.
How do I report a security problem?
Email contact@webinstudio.co.kr with SECURITY in the subject line. Please do not post details publicly until we have replied.