Support
Help and frequently asked questions for Credit Guard: B2B Net Terms.
Contact
Email support@creditguardhq.com. We reply within one business day (AEST).
So we can answer in one reply, please include:
- your store's .myshopify.com domain
- the company name, as it appears on the Companies page
- the order number, if your question is about a particular order
- a screenshot, if you have one
Where things are in the app
- Home (the page headed Credit Guard) — the accounts-receivable dashboard: overdue and upcoming invoices, the companies closest to their limit, and recent credit-hold and reminder activity.
- Companies — each company's credit limit, its Bypass enforcement switch, and its status: Within limit, Over limit, Overdue, or Enforcement bypassed.
- Settings — the Checkout block messages buyers see when an order is held, the current enforcement status, and the Payment reminders switch.
Frequently asked questions
Why did a buyer see a credit hold at checkout?
Credit Guard holds a company's new orders only when all of these are true: the buyer's company has a credit limit set in Credit Guard, the company's Bypass enforcement switch is off, and either the company's outstanding balance plus the new order would go over that limit, or the company has an overdue invoice. Companies with no credit limit set are never held.
To lift a hold, open the Companies page and either raise the company's limit (or remove it, which switches enforcement off for that company) or turn on Bypass enforcement. If the hold is because of an overdue invoice, record the payment in Shopify; raising the limit alone does not clear an overdue hold. Balances recompute automatically — there is nothing to refresh. The wording buyers see is yours to edit on the Settings page, under Checkout block messages.
How quickly do balances update?
Credit Guard listens to Shopify's order and payment-terms webhooks and recomputes a company's balance as they arrive, usually within seconds of the change in Shopify. An order that cannot be matched to its company straight away is retried within five minutes. An hourly check catches anything that was missed, and once a day every balance is re-derived from Shopify's records.
How do payment reminders work?
Reminders are off by default; you turn them on from the Settings page. Once on, each net-terms invoice attributed to a company is chased at up to three moments: 72 hours before the due date, on the due date, and 72 hours after it. Shopify sends the emails from your store's own email address using your Payment reminder notification template (edited in your Shopify admin under Settings, then Notifications), so the wording is yours, and Credit Guard never sees the recipient. At most one reminder is sent per order in any 24-hour period.
What data does Credit Guard store?
Company names and identifiers, order identifiers, amounts, due dates and payment status — what is needed to work out each company's outstanding balance. Credit Guard never stores buyer contact details: no names, email addresses, phone numbers or postal addresses. See the privacy policy for the full list, including where the data is hosted.
What happens when I uninstall?
Processing stops straight away: balances are no longer recomputed, no reminders are sent, and checkout holds stop. All data Credit Guard holds for your store is deleted when Shopify sends its shop/redact request, about 48 hours after uninstall. If you reinstall before then, your settings are restored; after that, the app starts fresh.
How is Credit Guard billed?
Through Shopify. There is one plan, charged on your Shopify bill; the current price and any free trial are shown on Shopify's plan page when you install. Uninstalling the app ends the subscription.