Support & Getting Started

Start with a Shopify order

Open GuardPanda from Shopify admin. In Orders and evidence, choose Rescan orders and allow background synchronization to finish. Shopify normally allows this app to read the most recent 60 days of orders. Create a case from an order and enter the dispute reason and the actual response deadline shown by your payment provider.

Review, export, and submit

Open the original source for each evidence section, check its accuracy, and mark it reviewed. Add original customer communications or other missing evidence when available. Use an explanation only where a category genuinely does not apply. Approve the current revision, then export the English PDF.

Submit the PDF yourself in the payment provider’s dispute portal before its deadline. Record the submission reference in GuardPanda. After the provider makes its decision, record the result to update your dashboard. Exporting alone does not submit a dispute.

An order or check is missing

Use Rescan orders to re-read currently accessible Shopify orders, including unchanged orders removed only from the app database. A Shopify-deleted order, a privacy-redacted record, or an order outside the authorized date range cannot simply be restored by scanning. Check the displayed sync status and permission errors.

AVS and CVV depend on the payment provider. Test payments may not include these results. IPinfo Lite provides country-level information only; GuardPanda does not collect device fingerprints. Shopify Timeline comments are internal staff notes. Carrier events may be delayed and are not necessarily proof of the recipient’s identity.

PDF or navigation problems

If a download fails, reopen the app from Shopify admin and check that the current case revision is approved. Retry once the page has finished loading. The GuardPanda logo returns to the dashboard within the app. Report persistent problems with the store domain, approximate time and time zone, the action taken, and a screenshot with unnecessary personal information removed.

Privacy, uninstalling, and safe support

Uninstall in Shopify to stop new synchronization. Contact us to request access, correction, or deletion, or use Shopify’s customer privacy request process. Identity and authority are verified before disclosure or deletion. Review the Privacy Policy for retention and backup limitations.

Never email passwords, Shopify access tokens, full payment-card numbers, or card security codes. Send a concise description first; do not attach a complete customer evidence package unless a suitable transfer process has been agreed.