Support

We're here to help with any questions about StoreSentinel.

Response time

We respond to all support requests within 24 hours.

What we can help with

• Understanding your health score and sub-scores
• Configuring alert thresholds and Slack notifications
• Billing questions and plan changes
• Data privacy requests and GDPR rights
• Technical issues or unexpected score changes

Common questions

How is my health score calculated?

Your score (0–100) is a weighted composite of 5 signals: chargeback rate (40%), refund rate (25%), fulfillment speed (15%), cancellation rate (10%), and policy compliance (10%). All data comes directly from your Shopify store via read-only API access.

Is this official Shopify data?

No. StoreSentinel is not affiliated with Shopify. Your score is calculated from your own store data and is a risk indicator, not an official Shopify metric. Always verify with Shopify directly if you receive any account notices from them.

How do I cancel my subscription?

You can cancel anytime by uninstalling the app from your Shopify admin, or by visiting the Billing page inside the app. Monthly plans end at the current billing period. No cancellation fees.

Why did my score change?

Scores update daily on Pro plans. Changes reflect real changes in your store data — a spike in refunds, new chargebacks, or a fulfillment delay will lower your score. The dashboard shows an explanation when your score changes by 5+ points.

What data do you access from my store?

We access orders (for refund, fulfillment, and cancellation data), disputes (for chargeback data), and products (for policy scanning). We store only aggregated metrics — never individual customer data. See our Privacy Policy for full details.