Support

Questions, issues, or feedback about Order Vault — we're happy to help.

Contact us

Email pinuya.llc@gmail.com and we'll respond within 2 business days.

Frequently asked questions

Why must my store use manual payment capture?

Order Vault works by holding a flagged order's existing authorization until it's verified, then either capturing that authorization (Approve) or voiding it (Cancel). That only works if the store captures payment manually. On automatic capture, Shopify charges the card immediately at checkout, so there's no live authorization left to hold or void — Order Vault can't intervene before money has already moved. If a flagged order comes in while a store is still on automatic capture, Order Vault records that it couldn't place a hold rather than pretending it did.

What happens if nobody decides before the deadline?

By default, an order that reaches its deadline without a merchant decision is automatically cancelled — its authorization is voided and the order is cancelled. A store can instead turn on "approve if verified": if the customer has already confirmed the order but nobody has actioned it, it's automatically approved (captured) instead of cancelled.

The deadline is 160 hours (about 6.7 days) after the order is flagged by default, and a reminder is sent to the merchant at 120 hours (about 5.0 days) — both configurable in Settings. If the card's authorization would expire sooner than the deadline, the deadline is automatically pulled in to at least 4 hours before that expiry, so a decision is never attempted after the authorization can no longer be captured.

What does my customer see?

The customer gets an email with a link to a simple confirmation page. It shows the order number and a masked version of their shipping address (only the first few characters of the street line, plus city and country) — enough for them to recognize their own order without exposing it to whoever else might open the link. They check a box to confirm the order is theirs, with an optional note field, and submit.

How do I download a chargeback evidence file?

Open Order Vault in your Shopify admin and go to the Evidence vault. Each order has a download action that generates a PDF with the order summary, customer and address details, payment and risk information, fulfillment/tracking, the customer's verification record, any disputes, and the full event timeline — ready to send to your payment processor or bank.

How do I uninstall and what happens to my data?

Uninstall Order Vault the same way you'd remove any Shopify app, from your Shopify admin's Apps page. Shopify notifies us of the uninstall, and 48 hours later we permanently delete all of that store's data held by Order Vault — order cases, evidence records, disputes, event history, settings, and the store's access token.