FAQ & Support

OrderFlow processes data on behalf of merchants: customer order history (email encrypted at rest, name, order details), saved lists, cart sessions (7-day TTL), and B2B company context (24-hour TTL). Product cache data (SKU, title, price) contains no customer PII. Merchant data includes notification email, OAuth sessions, and branding settings. We do not collect data for our own marketing or profiling.

All data is stored in AWS eu-central-1 (Frankfurt, Germany), within the European Union. We use DynamoDB for the database, S3 for file storage, and SQS for message queues. All data is encrypted at rest (AWS-managed encryption) and in transit (HTTPS/TLS). Daily automated backups are retained for 90 days.

When you uninstall OrderFlow, OAuth sessions are deleted immediately and your shop is marked for deletion. Your data is retained for 12 months so you can reinstall and pick up where you left off. After 12 months, Shopify's shop/redact webhook triggers permanent deletion of all DynamoDB items and S3 objects for your shop. If you need immediate deletion, use Settings > Danger Zone > Delete All Data before uninstalling.

Go to Settings > Danger Zone > Export Data. This generates a downloadable XLSX file containing all your OrderFlow data: orders, saved lists, and audit logs. The download link is valid for 14 days. The export is processed in the background and you'll receive a notification when it's ready.

No. OrderFlow does not set any HTTP cookies. We use browser localStorage for two items: a tour-seen flag and your current cart state. Neither contains personally identifiable information. If you enable Google Analytics 4, GA4 may set its own cookies — but only after the customer's consent is verified via Shopify's Privacy API.

OrderFlow supports GDPR compliance through Shopify's webhook system. Customer data requests (Article 15) generate an XLSX export via the customers/data_request webhook. Customer deletion requests (Article 17) trigger the customers/redact webhook, which redacts email addresses in order records and deletes saved lists, cart sessions, and draft orders. Order records are retained for 7 years with redacted PII for tax/accounting compliance. Contact privacy@mentilead.com for assistance.

Yes. OrderFlow works on any Shopify plan — Basic, Shopify, Advanced, and Plus. The core features (product search, CSV upload, order history, checkout) work identically on all plans. The Plus plan ($19.99/month) adds Shopify Plus B2B features: company detection, catalog pricing, payment terms, and draft order approvals. These require a Shopify Plus subscription.

No. OrderFlow uses Shopify's App Proxy to serve the quick order page on your storefront domain. Your theme files are never modified. No Liquid edits, no code injections, no script tags. The order page inherits your theme's header and footer automatically through the App Proxy.

Yes. OrderFlow provides 4 triggers: Order Placed, Reorder Placed, CSV Order Placed, and Monthly Limit Reached. It also provides 2 actions: Add Tag to Customer and Send Email Notification. These are available in your Shopify admin under Settings > Flow. See the Flow guide for details and example workflows.

When a trigger fires, OrderFlow sends context data to Flow including: order ID, customer ID, customer email, order total, line item count, and order source. For the Monthly Limit Reached trigger, it includes the current order count and limit. Flow actions receive the data you configure in the workflow. No data is shared with Flow unless a trigger fires or an action is invoked.

Go to the Branding page in your OrderFlow admin. Choose from 6 presets (Default, Dark, Minimal, Bold, Warm, Match My Store) or customize 8 color tokens, font family, and border radius individually. For advanced customization, use the Custom CSS textarea. Changes preview in real time. See the Branding guide for details.

Yes. The Import tab on the quick order page accepts CSV, TSV, XLS, and XLSX files via drag-and-drop or file picker. Columns are auto-mapped (SKU and Quantity detected). Unmatched SKUs are flagged with error details. Free plan: 50-row limit per upload. Standard and Plus plans: unlimited rows. Customers can also paste multi-line SKU lists directly.

CSV (.csv), TSV (.tsv), Excel (.xlsx), and legacy Excel (.xls). The file must contain at least a column with SKU values. Quantity defaults to 1 if not specified. Column mapping is automatic but can be adjusted manually. Files are processed securely in the background and deleted after 30 days.

Saved lists are available on Standard and Plus plans. Customers save their current cart as a named list. Lists appear in the Saved Lists tab with name, item count, and creation date. Actions: Load into cart (replaces current cart), Download as CSV, Delete. Lists are stored permanently until the customer deletes them or the merchant uninstalls. Great for repeat orders.

Yes. The Plus plan ($19.99/month) includes native Shopify Plus B2B support. When a B2B company member logs in, OrderFlow detects their company, displays catalog pricing (with retail price crossed out), shows payment terms, and creates draft orders for amounts above the approval threshold. Draft orders require merchant approval in the admin.

Yes. In Settings > Buyer Eligibility, choose from 3 options: "All customers" (any logged-in customer), "Tagged customers" (only customers with specific tags you define), or "B2B only" (only Shopify Plus B2B company members). Customers who don't meet the criteria see a clear "Not eligible" message.