The questions merchants ask before they install

Every Shopify plan from Basic upwards, including Advanced and Plus. There is no feature that requires Plus and nothing is withheld from smaller plans.

On themes, SelfServe installs as an app block, so any Online Store 2.0 theme will take it from the theme editor without touching code. That covers every theme Shopify has published since 2021 and the large majority of paid themes. If you are on an older vintage theme, the block cannot be placed automatically and we add it manually for you during onboarding at no cost.

Yes to all three. SelfServe does nothing during checkout, so how the customer pays makes no difference to it. It only acts after the order exists.

Orders placed through the Shop app behave the same way, and the edit panel appears on the order page there as well as on the web Order Status page.

It should not, because SelfServe stops editing the moment a fulfilment is created on the order. Whatever your 3PL or fulfilment app is doing, the point at which it claims an order is the point at which the customer loses the ability to change it.

If your warehouse pulls orders on a schedule rather than creating fulfilments immediately, set your edit window shorter than the gap between pulls. A store that exports to its 3PL every three hours should be using the one-hour or three-hour window, not twenty-four.

If you are unsure how your particular setup behaves, send us the app name from the contact page and we will tell you before you install.

A single block is added, placed where you choose in the theme editor. It shows the customer which details they can still change, a live countdown of the time remaining in the edit window, and a button that opens the edit form in place.

Nothing else on the page is modified. Shopify's own order summary, tracking information and shipping details stay exactly as they are, and the block sits alongside them rather than replacing anything.

Once the edit window closes, the block changes to a short line telling the customer that changes are now handled by your team, with a link to your support contact. It does not vanish and leave them wondering.

No. The Order Status page URL that Shopify already sends in the confirmation email carries its own token, and SelfServe uses that. If a customer can see their order page, they can edit within the window.

The one exception is changing an email address, which requires the customer to open a confirmation link sent to the new address before the change is applied. That prevents the order page from being used to redirect somebody else's notifications.

Contact details: email address, phone number and the recipient name on the shipping record. Delivery address: address lines one and two, city, region or state, postal code and country, plus delivery instructions where your carrier supports them.

If you have the add-products module enabled, they can also attach additional items to the order and pay the difference through Shopify checkout.

Everything else is off limits by design. Customers cannot change the items already on the order, cannot alter quantities, cannot apply discount codes retroactively, cannot change the shipping method they paid for, and cannot cancel the order. Those are all decisions with pricing consequences and they stay with you.

Editing closes as soon as a fulfilment is created, even if the configured window still has time left on it. A partly fulfilled order is treated the same way as a fully fulfilled one, since the address on the remaining items is usually already committed to the same picking run.

The customer sees the panel change to your support message rather than an error, so the outcome is clear rather than confusing.

Accuracy depends on the destination country, and it is worth being straightforward about that. In countries where the postal authority publishes a complete address file, validation is precise down to the individual premise: the validator knows whether that house number exists on that street. Most of Western Europe, North America, Australia and Japan fall into this group.

In countries with less complete reference data, validation works at locality and postal-code level. It will catch a postal code that does not belong to the city, or a city that does not exist in that region, but it cannot confirm an individual house number.

SelfServe tells the customer which of the two happened. A premise-level match is confirmed outright. A locality-level match is shown as accepted but unverified at street level, and the customer is asked to re-read the line before saving. What it never does is claim certainty it does not have.

The save is blocked and the customer is shown, in plain words, which part failed: the postal code does not match the city, the street was not found, the building appears to need an apartment number. That is more useful than a generic rejection because it tells them what to retype.

If the customer is confident the address is right and the validator is wrong, which does happen with new-build streets and rural addresses, they can submit it for your review instead. That creates a note on the order flagging an unvalidated address change so somebody on your side makes the call, rather than the customer being stuck.

In plain language: SelfServe holds the parts of an order it needs in order to let somebody edit it, and it lets go of them once editing is no longer possible.

That means the order number and its creation time, the current contact details and shipping address, and a record of any change that was made. It does not receive or store payment details, card numbers or any part of the payment method, because Shopify does not expose those and SelfServe never asks for them.

Order data is deleted ninety days after the order is created. The change log, which records that an address was edited and when, is kept for twelve months so you can answer a dispute about what happened to an order, then deleted too.

Customer data is never sold, never shared with advertisers, and never used to train models. Address strings are sent to the postal validation provider solely to be checked and are not retained by them for any other purpose. If a customer exercises a deletion right through Shopify, the request reaches SelfServe through Shopify's standard privacy webhooks and their data is removed within thirty days.

Data is stored in the region closest to your store: the European Union for EU and UK merchants, the United States for merchants in the Americas, and Australia for the Asia-Pacific region. It does not move between regions.

Inside SelfServe, access to merchant data is limited to the small number of people who work on support, and every access is logged. Nobody browses order data casually because there is nothing to browse: the admin shows configuration and aggregate counts, not a list of your customers.

Not if you do not want them to. On Growth and Scale you can cap the number of edits per order, and three is the figure most merchants land on: enough to fix a typo and then fix the fix, not enough to become a moving target for your warehouse.

On Starter there is no per-order cap, but the edit window itself is the limit. Once it closes, no further changes are possible regardless of how many were made.

Immediately. SelfServe writes the change to the order through the Shopify Admin API as soon as the customer confirms it, and the order in your admin reflects it within a second or two. There is no batch job and no sync interval to wait for.

The change also appears in the order timeline straight away, showing what changed and what the previous value was, so anyone on your team looking at the order sees the full history.

If Shopify rejects the write, which happens if the order was locked for fulfilment in the intervening moment, the customer is told the change could not be applied and is given your support link. The order is never left in a half-edited state.

Yes, by order tag. Add the tags you want protected to the exclusion list and any order carrying one of them will not show the edit panel at all. Wholesale, subscription renewals, manually created draft orders and anything already flagged for review are the usual candidates.

You can also restrict address changes so they must stay inside the original country or the original shipping zone, which stops a customer converting a domestic delivery into an international one at the domestic rate.

Uninstall the app from your Shopify admin. That is the whole process. There is no notice period, no cancellation form and nothing to email us about.

Billing stops with the uninstall, handled by Shopify on your normal invoice. If you uninstall during the fourteen-day trial, no charge is ever raised.

On uninstall, the Order Status block stops rendering immediately and your configuration is retained for thirty days in case you reinstall, then deleted along with any remaining order data. Nothing of yours is kept after that.

Most stores are live in about twenty minutes: install, place the block in the theme editor, pick an edit window, choose which changes you allow, run a test order, then switch it on. The documentation page walks through all six steps.

If you would rather not do it alone, book a call and we will go through it on a screen share, including a look at your fulfilment timing so the edit window you choose actually matches how your warehouse works. That call is available on every plan, not just Scale.

Stores on Scale get a configuration review as standard, plus a sandbox store to test changes against before applying them to the live one.