Frequently Asked Questions

Installing Order Genie is incredibly simple. Visit our app in the Shopify App Store, click "Add app," and follow the one-click installation process. The entire setup takes less than 2 minutes, and the AI chatbot will be live on your store immediately.

Not at all! Order Genie is designed to be completely no-code. After installation, the chatbot automatically integrates with your Shopify order data and starts working immediately. You can customize responses through our user-friendly dashboard without any programming knowledge.

You'll see immediate results! From the moment Order Genie goes live, it starts handling order tracking inquiries. Most merchants report a 60-80% reduction in order-related support tickets within the first week.

Order Genie specializes in order-related inquiries including:

• Order status and tracking information
• Shipping and delivery questions
• Order modifications and cancellations
• Return and refund status
• Delivery address changes
• Order history lookups
• Common store policies and FAQs

When customers provide their order number or email address, Order Genie instantly connects to your Shopify store's order data through secure API integration. It provides real-time order status, shipping carrier information, tracking numbers, and estimated delivery dates - all automatically updated.

Absolutely! You can customize greetings, FAQ responses, escalation messages, and even the chatbot's personality through our dashboard. You can also create custom knowledge bases specific to your products and policies, ensuring responses align perfectly with your brand voice.

Every store gets 50 AI-powered conversations permanently at no cost. These never expire and reset each month. Once you use your 50 free chats, you can upgrade to a paid plan for unlimited conversations or wait until next month for your free chats to reset.

When you approach your chat limit, we'll notify you via email. If you exceed the limit, the chatbot will continue working, but we'll suggest upgrading to a higher plan. We never abruptly shut down your service - your customers will always be able to get help.

Yes, you can upgrade or downgrade your plan at any time through your dashboard. Upgrades take effect immediately, while downgrades take effect at the end of your current billing cycle. We'll prorate charges accordingly.

Order Genie follows enterprise-grade security standards and GDPR compliance. We only access the minimal order data needed for tracking inquiries and never store sensitive payment information. All data transmission is encrypted and secure.

Yes! Order Genie is compatible with all Shopify themes, including custom themes. Our widget automatically adapts to your theme's styling and can be positioned anywhere on your site. If you encounter any compatibility issues, our support team will help resolve them quickly.

Yes! Order Genie integrates with Slack for real-time escalation notifications, email for sending chat transcripts, and popular help desk tools. We're constantly adding new integrations based on customer requests.

We offer email support for all plans, with priority support for Pro plan customers. Our help center includes detailed guides, video tutorials, and troubleshooting resources. Most support requests are resolved within 24 hours, with priority support getting responses within 4 hours.

While Order Genie is designed to be self-service, we offer onboarding assistance for Growth and Pro plan customers. This includes help with customizing responses, setting up integrations, and optimizing the chatbot for your specific business needs.

Yes, you can cancel your subscription at any time with no penalties or cancellation fees. Your chatbot will continue working until the end of your current billing period. You can export your chat data and analytics before cancelling if needed.