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). On install, OrderFlow imports the merchant's orders from the preceding 12 months; orders placed afterward are captured as they occur. Imported and synced orders are recorded for analytics and reorder history but do not count toward the Free plan's monthly order limit — that limit meters only orders placed through the OrderFlow quick-order page. Product cache data (SKU, title, price) contains no customer PII. Merchant data includes notification email, the store contact email (used as a fallback for account emails), the name and email of store staff who open OrderFlow (to address account emails to the right person), 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, a daily cleanup job permanently deletes all DynamoDB items and S3 objects for your shop. If you want your data deleted sooner, uninstall OrderFlow and email privacy@mentilead.com from your store's account email.

Go to Settings > Data & privacy > Data export and deletion > Request data export. This generates a downloadable CSV file with your orders, saved lists and cart sessions. The export file is kept for 14 days; you can download it again from the Recent exports list on the same page during that time. The export is processed in the background and you'll receive a notification when it's ready.

OrderFlow itself does not set any HTTP cookies. The order page uses browser localStorage for two items: your current cart state and your recent searches, stored per shop and customer. If you enable Google Analytics 4, and only after the buyer allows analytics in your store's cookie banner (Shopify Customer Privacy API), the order page loads Google's gtag.js, which sets Google's own analytics cookies (_ga, _ga_<id>).

OrderFlow supports GDPR compliance through Shopify's webhook system. Customer data requests (Article 15) arrive via the customers/data_request webhook, and OrderFlow reports to the merchant what it holds for that customer. Customer deletion requests (Article 17) trigger the customers/redact webhook, which replaces the customer's name and email on order and draft-order records with a redaction marker and deletes their saved lists, cart, context rows and uploaded files. Order records are retained for 5 years from the end of Mentilead's financial year (Danish Bookkeeping Act §12(1)) 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 Standard plan ($9.99/month) includes B2B market-based catalog pricing: if you have Shopify Markets with catalog price lists configured, buyers see adjusted prices automatically and a banner showing the catalog title. Standard also includes company-based B2B (company and location detection, payment terms, and draft order approval workflows), which requires a Shopify Plus store with B2B companies. The Plus plan ($19.99/month) adds per-collection MOQ rules, custom fonts and advanced styling, and priority support.

The Free plan includes 10 orders a month placed through the OrderFlow order page. If buyers keep ordering, orders 11 to 20 still go through normally: nothing is held, delayed or charged, and the merchant's OrderFlow admin shows how many orders came in past the limit. Above 20 orders in a month, the order page pauses for buyers until the count resets on the 1st (UTC). Upgrading to Standard or Plus gives unlimited orders at any time. OrderFlow never charges overage fees. The merchant also gets one email at 8 orders and one at 10 orders each month, plus a banner in the OrderFlow admin.

No. OrderFlow never edits your theme files and never injects scripts into your storefront. No Liquid template is modified and no ScriptTag is created. The quick order page is served through Shopify's App Proxy on your own domain, with its own header and your OrderFlow branding. If you'd like it inside one of your own pages, you can optionally add the OrderFlow quick order block to that page in the theme editor. It shows the same order page and is removed again in one click.

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 10 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 quick order page shows its buttons, messages, errors, dates and prices in the buyer's language: English, Danish, Dutch, Finnish, French, German, Italian, Norwegian (Bokmål), Polish, Spanish or Swedish. It uses the translated storefront URL (for example /da/apps/orderflow), then the buyer's browser language, then your choice in Settings → Order page settings → Default storefront language. Product names, your page title and your welcome message appear as you entered them, and order emails are sent in English.

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. Files can be up to 10 MB; larger files show a “File too large” message, so split them into smaller files. 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. OrderFlow supports two tiers of B2B integration, and both are included on the Standard ($9.99/month) and Plus ($19.99/month) plans. On the market path, OrderFlow detects market-based B2B via Shopify Markets and catalog price lists — a banner shows the catalog title and products display adjusted prices in blue with the retail price crossed out. No payment terms or draft order approvals apply on the market path. Company-based B2B requires a Shopify Plus store with B2B companies: OrderFlow detects companies and locations — the banner shows the company name and location, payment terms are displayed, and orders above the approval threshold create draft orders for merchant review.

Yes. In Settings > Order page 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 B2B company members). Customers who don't meet the criteria see a clear "Not eligible" message.

Minimum order quantities let merchants set the smallest number of units a buyer must order per product. MOQ rules work at three levels: a global default that applies to all products, per-collection overrides for specific collections, and per-product overrides for individual products. Precedence is product > collection > global. Buyers see MOQ badges on products, quantity steppers enforce the minimums, and invalid quantities trigger inline errors.

The Standard plan ($9.99/month) includes global MOQ defaults and per-product overrides. The Plus plan ($19.99/month) adds per-collection MOQ rules, letting you set different minimums for entire product collections. The Free plan does not include MOQ features.

Yes — a small snapshot of how OrderFlow is set up, so its answers match your store: your OrderFlow plan and the features it includes; whether the order page, reorder reminders, the matrix view and the global minimum order quantity are on; who can order (all customers, tagged customers or B2B only) and how many eligibility tags you use; whether an approval threshold is set and Google Analytics is connected; which level of Shopify B2B your store supports; and setup milestones such as whether products have synced and the first order has arrived. It never includes customer data, email addresses, your tag names, your Google Analytics ID or any text you typed into settings, and it is only sent with the questions you ask the assistant.