FREQUENTLY ASKED QUESTIONS
Clear answers about reviews, storefront signals, billing, and support.
These answers describe the app's current implemented behavior and current public configuration. They avoid representing optional signals, review eligibility, or billing state as something the app can display without the required Shopify data.
GETTING STARTED
Installation and storefront setup.
Public marketing pages and the embedded Shopify app remain separate parts of the product.
What does Sold Countly & Reviews include?
The current app combines purchase-verified review workflows with factual storefront signals such as cumulative sold count, current tracked availability, recent observed cart activity, and Selling Fast stock-cycle messaging where each feature's eligibility conditions are met.
Do all storefront signals always appear?
No. Each signal depends on the data needed by that feature. For example, availability and Selling Fast depend on eligible tracked inventory, and recent cart activity depends on recent observed cart state. The app is designed not to invent a count merely because a signal has no eligible data.
Will the public website control my Shopify store?
No. The public website is an informational site. Store authentication, billing, webhooks, merchant settings, review moderation, and storefront integration remain in the Shopify app and its implemented Shopify-facing components.
VERIFIED REVIEWS
Purchase eligibility, email timing, media, and moderation.
Native verified reviews stay tied to eligible purchased Shopify products.
What makes a native review purchase-verified?
The native review flow starts from eligible Shopify order data. A review request needs a stable paid order, a customer email, and at least one eligible Shopify product line item. The review link is scoped to eligible products from that purchase rather than acting as an unrestricted store-wide verified-review form.
When are review request emails scheduled?
Under the current default policy, domestic India orders use a 7-day initial delay and international orders use a 15-day initial delay when the order country is available. The current policy allows up to 3 request emails with 2-day gaps. Fulfillment can establish the request anchor, and a later delivered state can re-anchor the schedule to delivery.
If required order or scheduling information is unavailable, the app does not represent the request as successfully scheduled.
Can a customer review every product in the store from one verified link?
No. The verified link is product-scoped to remaining eligible products from the underlying purchase. A customer can review eligible purchased products individually and can skip products while the link remains valid.
Can a verified review include photos or video?
Yes. The current native verified-review media flow supports up to 3 photos and 1 short video for an individual review. The current video duration limit is 30 seconds. Media follows the review's validation and moderation state rather than becoming public independently.
Does a submitted verified review become public immediately?
No. New native verified reviews remain pending until merchant moderation. Public review state follows the implemented moderation decision, so pending, rejected, hidden, or deleted native review content is not represented as an approved public review.
Can the merchant reply to reviews?
Yes. The current merchant moderation workflow includes merchant replies for review conversations where the implemented review state allows that action.
EXCEL REVIEW IMPORT
Bring existing review data into a separate merchant review queue.
Imported reviews are not automatically converted into purchase-verified reviews.
What file type can I upload for review import?
The current import workflow accepts .xlsx workbooks. The Import Reviews page includes a Download sample Excel action so merchants can start from the supported workbook format.
What columns are in the current sample workbook?
The Reviews sheet uses these 9 columns in this order:
- Reviewer Name
- Rating
- Review Title
- Review Text
- Review Date
- Product Title
- Product URL / Handle
- Merchant Reply
- Source
Merchants should keep the Reviews sheet name and the locked column order unchanged when filling the sample workbook.
Are imported reviews automatically published?
No. Imported rows enter a Pending, non-public Import Results queue first. Merchant actions include Approve, Keep Pending, Hide, and Remove according to the current import moderation workflow.
Are imported reviews labeled as verified purchases?
No. Imported review records default to non-verified purchase state. The Verified Purchase identity remains reserved for the order-backed native verified-review system.
What happens if an imported product reference cannot be safely resolved?
The current import design avoids fuzzy product-title matching. An explicit product handle or supported product URL can be resolved where possible; otherwise a supplied reference can remain unresolved rather than being silently attached to the wrong Shopify product.
STOREFRONT SIGNALS
Sold count, availability, cart activity, and Selling Fast.
These signals are intended to reflect implemented store state rather than manually invented proof.
How does the initial sold count start?
The current Sold Count implementation can scan up to the previous 60 days of eligible paid order history to establish the starting sold-count baseline. Ongoing eligible paid-order activity can then increase the cumulative count.
Can refunds reduce the sold count?
Qualifying refund events can reduce the cumulative sold count when the implemented refund/restock rules determine that the refunded quantity should be returned to stock. The app does not treat every refund event as the same inventory outcome.
What happens when the sold count is zero?
The storefront does not need to force a “0 sold” label. Current tracked availability can still be shown independently where that availability state is eligible.
What does “X in Cart” mean?
It represents recent anonymous cart presence observed by the app for the selected variant. The current storefront implementation uses a recent 30-minute activity window. A non-positive or unavailable count is not displayed as a fabricated cart number.
When can the Selling Fast message appear?
For eligible tracked variants that deny overselling, Selling Fast uses the current inventory-cycle baseline. The current threshold can trigger when at least 70% of that cycle baseline has been consumed while stock remains above zero. A manual inventory increase starts a new inventory cycle so the urgency state can reset around the new baseline.
BILLING
Current Monthly and Yearly pricing.
What are the current plan prices?
The current configured public prices are $11.99 Monthly and $129.49 Yearly. Both current billing options are configured with a 7-day free trial.
Do Monthly and Yearly have different core features?
No. The current public billing configuration presents the same current core app feature set for both billing cadences. The main difference is the billing period and configured price.
How is the current Yearly saving calculated?
The Yearly plan is currently configured with a 10% discount relative to 12 charges at the current Monthly price, resulting in the configured $129.49 annual price after currency rounding.
Where do I manage the subscription?
Plan selection and subscription management are routed through Shopify App Pricing. The public website does not independently mark a subscription active merely because a visitor clicked a marketing button.
How are taxes handled?
Applicable tax treatment and billing documents depend on Shopify billing details and the billing/tax information used by the current app flow. The public website does not promise a single tax result for every merchant.
HELP & SUPPORT
Private merchant-to-support conversations inside the app.
The current support module uses durable shop-scoped conversation threads and unread state.
How do I contact support from the app?
Merchants can open Help & Support from the app, start a private conversation with a subject and message, and continue the thread while the conversation state allows replies. Conversations are scoped to the authenticated Shopify shop.
What support conversation statuses are used?
The current support workflow uses Open, In Progress, Waiting for Merchant, Resolved, and Closed. Unread support replies are surfaced through the merchant support navigation/inbox.
Can I attach files to a support message?
Yes. The current support attachment policy allows up to 3 files per support message and up to 5 MB per file. Supported types include PNG, JPG/JPEG, WEBP, PDF, TXT, CSV, and XLSX. Executable or script uploads are not accepted.
Does support still work if an email notification cannot be sent?
Yes. The durable in-app conversation is designed to remain available even when SMTP or a notification recipient is unavailable. In-app unread state remains the fallback instead of treating email delivery as the conversation itself.
Should I send passwords or access tokens in a support message?
No. Merchants should not include passwords, access tokens, or other secrets in support messages or attachments.
STILL NEED HELP?
Use the in-app support conversation for store-specific questions.
General product information can be read on this public site. Store-specific account, billing, import, or app behavior questions are better handled through the authenticated Help & Support workflow.