happywards support
happywards is built and run by one person. That is the single most useful thing to know before you write in, because it shapes everything below: replies come from the person who wrote the code, they are usually specific and actionable, and they do not arrive at 3am on a Sunday. There is no 24/7 desk, no phone line and no live chat, and we would rather tell you that here than have you discover it while waiting.
How to get help
- Email support@happywards.com — the main channel, and the one to use for anything that is not a privacy or security matter.
- Privacy, data-protection and subject-access requests: privacy@happywards.com. See the privacy policy.
- Security vulnerabilities: security@happywards.com. Report in good faith and we will not take legal action against you. We acknowledge within three business days. There is no bug bounty.
When you will hear back
These are targets we expect to hit, not a contractual SLA — happywards does not offer one today. Hours are Monday to Friday, US Pacific time, excluding public holidays.
| What it is | First reply | What “done” usually looks like |
|---|---|---|
| The app is down, or points are not being awarded at all | Same business day | Investigated immediately. Order webhooks are retried by Shopify and every points-moving write is idempotent, so points earned during an outage are awarded once service returns — not lost, and not doubled. |
| A balance looks wrong, or a discount code will not apply | 1 business day | We trace it through the points ledger, which is append-only, so there is always a record of exactly what moved and why. |
| A privacy or subject-access request you have received from a shopper | 2 business days | We send you the full export of everything we hold about that person. Do not leave this to the last week of your one-month deadline. |
| Setup, migration and how-do-I questions | 2 business days | A written answer, and a doc or product fix if the question was our fault. |
| Feature requests | 5 business days | An honest yes, no, or “not soon”. We would rather decline than leave a request open for a year. |
| Security reports | 3 business days to acknowledge | A fix timeline once we have reproduced it. |
If it is urgent, put the word URGENT in the subject line and say in the first sentence what is broken and how many shoppers it affects. That is what gets a request looked at out of order. Please do not mark everything urgent — it is one inbox, and if everything is urgent nothing is.
What to include
Almost every slow reply is slow because the first message did not have enough in it to act on. Include as much of this as applies:
- Your store’s
.myshopify.comdomain. Not the custom domain — we look you up by the myshopify one. - What you expected to happen, and what happened instead. In that order, in one sentence each.
- When it happened, with a date and an approximate time, and say which timezone you are quoting.
- The specific record. The order number, the member’s email address, the discount code, or the review — whichever the problem is about. One concrete example beats a general description every time.
- A screenshot of the screen you were on, including the whole page rather than a crop.
- Whether it happens every time or happened once.
- For an import or migration problem: the CSV file, or the first few rows of it, and which app you exported it from.
Please do not send passwords, API keys or staff account credentials. We will never ask for them, and we do not need them — support is done through the app’s own admin screens under our own account. If you have already emailed a credential, rotate it.
Things worth checking first
- Points did not appear for an order. Points are awarded when Shopify marks an order paid, not when it is placed. A pending or unpaid order has not earned anything yet.
- A review is not showing on the storefront. Reviews are published only after you approve them, and points for a review are issued only on approval.
- A refunded order took points away. That is deliberate — a refund claws back the points the order awarded, so a balance cannot be inflated by ordering and returning.
- You are near your plan’s order cap. Nothing is charged for exceeding it and nothing is deleted. There is no overage fee, ever.
Before you uninstall
Export your members and your points ledger first. Both are CSV exports inside the app. When you uninstall, Shopify instructs us to delete your shop 48 hours later and we do — permanently, including every member and every points balance. A reinstall inside those 48 hours restores everything; after that there is no archive and no undo. Discount codes already issued still work, because they live in Shopify rather than in happywards.
Unredeemed points are a promise you made to your shoppers, and it does not necessarily end when the app does. See our terms of service, and take advice if you are unsure.
What we cannot help with
- Shopify itself — billing disputes with Shopify, theme problems unrelated to our blocks, checkout, taxes, shipping. Shopify Support handles those.
- Legal advice. We can tell you exactly what the app does with data and hand you the documents. We cannot tell you whether your programme complies with your jurisdiction’s consumer-protection or loyalty rules — ask a lawyer.
- Shopper disputes. The loyalty programme is yours. If a shopper disagrees about a balance we will help you trace it in the ledger, but the decision is yours to make.
- Custom development against your theme.
Status and planned work
There is no public status page yet. If the app is down, email support and say so — it may be the first we hear of it, and we would rather know. A status page and an uptime history are on the roadmap, and we will not claim an uptime figure before there is a system that measures one.