Help and FAQ
Shipping payment requests, explained.
How do I request a shipping payment?
Open the app or choose Request extra shipping payment from a customer or order’s actions in Shopify. Select a saved or custom method, enter the fee, review the recipient and original order, and send the invoice. You can also copy its payment link.
What does the buyer pay?
The buyer pays the shipping fee you entered through Shopify checkout. The checkout contains one Additional shipping item, with no discount or extra delivery charge. The buyer can choose to add a tip, which increases the total. Gift cards or store credit can be used when available at checkout.
Which stores are supported?
Your store must use South African rand (ZAR), British pounds (GBP), US dollars (USD) or euros (EUR), with shipping tax disabled. Setup checks these settings for you. If they change, the app pauses new invoices and asks you to review them. Contact support if your store does not qualify.
Does payment update the original order?
Payment creates a separate Shopify order, linked to the original order in the app. Your staff still book the courier and fulfil the original order. The app does not purchase labels or arrange delivery.
What if an invoice or email is interrupted?
Open the request and choose Refresh status. The app checks Shopify for an existing invoice to avoid creating a duplicate. While that check is pending, one free invoice stays on hold. A created invoice counts toward your allowance even if its email fails. If the email fails, check the address and resend the existing invoice.
Do invoices expire?
Invoices do not expire automatically, and you cannot edit a sent invoice in this app. A customer who already opened checkout may still be able to pay, even if the draft is later cancelled or deleted in Shopify. Check the invoice and payment status before requesting the fee again.
How do I cancel or change plans?
Open Plan in the app and choose Manage plan in Shopify. Shopify shows when your change takes effect. You keep Unlimited access until your paid period ends. After that, existing invoices remain available, and any unused free invoices can still be used.
Why is an older order missing?
Orders older than Shopify’s standard 60-day access window require approved historical-order access. Staff also need customer, order and draft-order permissions.
When will a payment show as paid?
The app checks for Shopify payment updates automatically, normally within five minutes. Open the request and choose Refresh status to check again. Updates can take longer during an outage. Partial refunds, changed invoices or more than one payment order will be marked for your review.
What happens if I uninstall and reinstall?
Reinstalling does not reset your five free invoices while your account records remain. If your account data has been completely deleted after a required privacy request, a new installation starts with five free invoices.
How can I request or delete customer data?
Use Shopify’s customer privacy controls to request a copy of customer data or ask for its deletion. Store owners can download requested data from Help in the app. Email contact@digiboys.co.za if you need assistance.