Email hello@kalythegrowthstudio.com and you'll hear back within one business day. Include your store's .myshopify.com domain — it's the fastest way for us to look at what actually happened.
That's expected on a new install. Reliable COD scores buyers from your store's own order history — cancellations and returned-to-origin refunds — and it reads the trailing 60 days of orders when it installs. If your store has little history in that window, there is nothing yet to score. Scores start moving as new orders come in.
Yes. Shopify matches the email entered at checkout to the customer record it already holds, so a returning buyer is recognised without logging in.
Checkout hiding is best-effort by design. If our checkout logic errors, Shopify shows Cash on Delivery rather than blocking the sale — we would rather you get an order you can review than lose one to a broken checkout. That's why every order is re-checked after it's placed: risky ones are tagged RTO-RISK with a note explaining why, and you get an email before you ship. Check the order's tags and notes.
Deliberate. Above a certain number of line items we can't evaluate the cart contents within the platform's limits, so rather than let an unchecked order through we hide Cash on Delivery. Large orders are also where a returned delivery costs the most.
They go to your store's contact email. Check spam, and tell us your store domain — we can confirm from our side whether the message was sent and delivered.
Uninstall from your Shopify admin. Our payment customization stops applying immediately. Tags and notes we wrote are your own store data and stay unless you remove them. All of our stored records for your store are deleted within 48 hours — see the privacy policy.
Tell us the store domain, roughly when it happened, and the order number if there is one. If it's about a rule, saying which rule you expected to apply saves a round trip. Nothing you send needs to include customer personal details, and we'd rather it didn't.