Support
Email support+weight@justarobot.online. You'll get a reply from the person who builds Variable Weight Charges, normally within one business day.
What to include
- Your store's address (the
.myshopify.comone, from Shopify admin → Settings → Domains) - The order number involved, if any
- What you expected, what happened instead, and roughly when
- A screenshot if something looked wrong
Buyers: for anything about your order, contact the shop you bought from. They can see it; we can't act on it.
Common questions
Why does checkout show a small amount "due on fulfillment"? The buyer pays 99% of the estimate at checkout. Leaving that small remainder is what makes Shopify keep the buyer's card, so the app can charge or refund the real difference after weighing.
The weight came in lighter. What does the buyer get? The difference is refunded to the card they paid with, and they get an email with each weight and the new total.
A buyer's card was declined. You get an email and the order shows "Card declined" in the app. Click "Send invoice instead" to have Shopify email the buyer an invoice for the difference.
Can a cart mix weighed and normal products? Yes. Normal products are charged in full at checkout and ship in the same shipment.
I want to cancel. Uninstall the app from Shopify admin → Apps. Billing stops with the uninstall, and your products sell normally again at their current price. We delete the app's copy of your shop's data within 48 hours of Shopify's uninstall notice.
A buyer asked for their data, or to be forgotten. Handle it through Shopify (Customers → the customer → request or erase data); Shopify forwards the request to us and we act on it automatically.
Status and outages
If the app won't load inside Shopify admin, try again in a few minutes; deploys take about a minute. If it's longer than that, email us. Outages are rare and we'd rather hear about one twice than not at all.