Help and support

Talk to a person

Email support and a real person replies within one business day, Monday to Friday. Tell us your shop's address (yourshop.myshopify.com), what you were doing, and what you expected to happen. A screenshot helps.

Inside the app, Help in the app menu has the same answers and an email button that fills in your shop for you.

1. What the app does

Each trade customer is a company in Shopify B2B. Each company location is one account in the app, with its own terms, limit and balance.

At the till

• Charge to account. Add the trade customer, scan the items and tap Charge to account. The app creates a real Shopify order on their account at their trade prices and payment terms, with an optional PO number.
• See the account before you sell. The till shows what they owe, their credit limit and what's left.
• Stops sales you'd regret. If the account is on hold, over its limit or too far overdue, the till says why. It offers to take the shortfall as a payment there and then, so the sale can still go through.
• Take payments at the counter against what the account owes.

Credit control

• Credit limits per account. A sale that would go over is blocked, with the amount it's over by.
• Holds with a reason staff can see, such as “Call Sam before selling”.
• Overdue rule: block new account sales once any invoice is more than a set number of days late.
• The same rules online. Blocked accounts can't check out on your online store, and you can set a minimum online order per account.

Money owed and statements

• Money owed dashboard: every account's balance, what's overdue and how late (not yet due, 1–30, 31–60, 61–90 and 90+ days), worst first. Export to CSV.
• Account page: unpaid orders, payments, credit settings and a history of every change.
• Payments are applied to the oldest invoices first. Orders that are fully paid are marked paid in Shopify.
• Statements listing every unpaid item, the ageing, payments received and how to pay you. Print or save as PDF.

Setting up and moving over

• Balances from before the app: add them one by one, or import a spreadsheet. The app shows every problem before anything is saved, and importing the same file twice never doubles a balance.
• Setup doctor: plain-English checks of your B2B setup, such as buyers, terms, trade prices and the POS tile, with what to fix.
• Check a buyer: search a customer and see exactly what the till and the online checkout will do for them, and why.
• Accounting export: account sales, payments and credit adjustments as one CSV for your bookkeeper.

Money, dates and spelling follow your shop's country: £ and “cheque” in the UK, $ and “check” in the US.

2. Get set up in about 5 minutes

The app's home page shows this checklist until you've done it.

1. Run the Setup doctor and fix anything it flags. The most common fix is adding the person who buys as a contact on their company.
2. Set a credit limit or hold on an account: open the account, then Credit control.
3. Add the tile to your till. In the Shopify POS app, tap ⋯, then Edit layout, Add tile, Countertab. Then make your first account sale.
4. Open Settings and fill in your default payment terms (net 30 is typical), the overdue rule, and how customers pay you, which appears on statements.
5. Import balances your customers already owe from your old system or paper book.

3. Plans

Billed by Shopify on your Shopify invoice. Every paid plan has a 14-day free trial, and you can change or cancel at any time in the app.

Prices are in US dollars; Shopify bills you in your billing currency. Monthly allowances on Free and Credit reset on the 1st of each month. A Pro plan with sales reps, automatic statements and multiple locations is coming; it can't be bought until it's ready.

4. Common questions

Which Shopify plans does it work on?

Basic, Grow, Advanced and Plus: the plans that include Shopify B2B. You don't need Shopify Plus.

The till says the customer has no trade account

The customer must be a contact of a company in Shopify (Customers, then Companies, then the company, then Contacts). Use Check a buyer in the Setup doctor to see exactly what the till sees.

“Charge to account” isn't on my till

In the Shopify POS app, tap ⋯, then Edit layout, Add tile, Countertab. Staff also need the app turned on for their POS role.

The till shows a different total from the account price

Account sales use the company's trade prices from its B2B catalog. The till shows retail prices until you charge to account. Discounts added at the till aren't carried over.

An order still shows unpaid in Shopify after a payment

Below Shopify Plus, an order can only be marked paid in full. Money that doesn't cover a whole order is held as account credit. It already reduces what the account owes in the app, and is applied once it covers an order, or straight away with Apply credit on the account page.

A buyer can't check out online

Their account is on hold, over its limit, past your overdue rule, or under its minimum order, and the checkout message says which. Change the account, or turn off the online rules in Settings.

How do I bring over what customers already owe?

Go to Import in the app, download the template, fill in one row per unpaid invoice (company, location, reference, invoice date, due date or terms, amount) and upload it. You'll see every row matched to a company before you import. Our guide to switching tills explains how to get balances out of Lightspeed, Epos Now and Square.

Is a statement a tax invoice?

No. A statement summarises what an account owes. Shopify's order invoices remain your tax documents.

Are you lending money to my customers?

No. You extend credit to your own business customers; the app only applies the limits and rules you set. It's for business customers, not consumers.

Does it take card payments?

No. Payments you record (cash, cheque, card on your own terminal, bank transfer) are logged against the account. The app never handles card details or moves money.

What happens if I uninstall?

Every account sale is a normal Shopify order, so your orders stay in Shopify. Export anything you want to keep from the app first, such as balances, payments and the accounting export. Shopify asks us to delete your shop's data 48 hours after you uninstall, and we do.

5. Your data and privacy

• We read what the app needs from Shopify: B2B companies, their contacts' names and billing addresses, orders, payment terms and catalogs. We don't read customers' email addresses or phone numbers.
• We store your credit settings, carried-over balances, payments you record and a log of changes. No card details, ever.
• We don't sell data or use it for advertising.
• Full details: privacy policy, terms of service and data processing agreement.

6. Free tools on this site

Free for anyone, no sign-up, whether or not you use the app:

• Late payment interest calculator (UK): statutory interest and compensation on a late business invoice.
• Trade account application form with your name and terms on it.
• Credit policy template for your counter staff.
• Three overdue reminder emails.
• Guides: selling on account with Shopify POS and switching tills.