A real person answers, in one business day.
Checkoutlab is built and supported by Root Agency. There is no ticket queue to get lost in and no chatbot in front of it. Mail us and you get the person who wrote the code.
One channel, used properly.
Shopify also shows a Get support link inside the app and on the App Store listing. Both land in the same inbox, so use whichever is closer to hand.
hello@root-agency.nl, for everything: setup, interpreting a result, billing, a bug, or a data request under the GDPR.
Response time
Within one business day on business days (Monday to Friday, the Netherlands). Something that affects live checkouts is picked up the same day. Say so in the subject line and it jumps the queue.
Documentation first
The troubleshooting section covers the four things that cause almost every “it isn't working”. It is worth 30 seconds before you write.
Getting a fast answer
What to put in the mail so the first reply is the useful one.
Include these
- Your myshopify domain (for example your-store.myshopify.com). Without it we can't look anything up, because the app stores data per shop and nothing else identifies you.
- The name of the experiment it is about, and whether it is draft, running, paused or stopped. If it is about a locked-in rule instead, say which one.
- What you expected and what you saw. “The express row should be gone in the variant arm but it is still there” is answerable; “the experiment is broken” needs a round trip first.
- A screenshot of the results page or the checkout, if it is about either.
What we can and cannot see
We can see your shop's experiments and rules, their configuration, and the counts behind the results. That is what the app stores. We cannot see your theme, your orders beyond the totals the app recorded, or anything about your customers: the app holds no names, email addresses, addresses, IPs or customer IDs. If a question needs something outside that, we will ask you for a screenshot rather than for access.
We never ask for your Shopify password or for staff account access. If you receive a mail asking for either in our name, it is not from us. Forward it to hello@root-agency.nl.
Bugs and outages
A bug that affects live checkouts is treated as the highest priority. The fastest safe fix is always to pause the experiment, or switch off the rule, in the app, which returns the checkout to normal for every visitor immediately. You can do that yourself without waiting for us, and pausing and stopping are never gated behind a plan, precisely so a lapsed subscription can never trap you with a live experiment.
If the app itself is unreachable, your checkout is not affected. The treatment runs inside Shopify as a function, and the measurement webhooks are retried by Shopify, so an outage on our side delays your results rather than losing them.
Privacy and data requests
Requests to access, correct, export or delete personal data go to the same address and are handled within 30 days. If the request comes from one of your customers, Shopify's own privacy flow reaches us automatically. See your rights and how the compliance webhooks work.
Feature requests
Worth sending. The app is deliberately small, and the bar for adding something is whether it changes a decision a merchant makes, not whether it fits on the page. Tell us the decision you're trying to make and we will tell you honestly whether it is on the roadmap.