Support

For TariffLine, GroupOrder, and every Cartwright Labs app

Support is handled by the same small team that builds the apps. Email is the fastest way to reach us — include your store's address and which app you're writing about, and we'll take it from there.

TariffLine — common questions

• The surcharge isn't appearing at checkout. Check that the surcharge is switched on in TariffLine and that a rate is set for the country the product comes from. Rates apply to new orders from the moment you save them.
• A rate changed in my supplier country. Update the rate in TariffLine — it applies from the next order. Past orders keep the amount they were charged.
• My subscription lapsed — is my setup gone? No. Your rates and history are saved. Renew and collection resumes exactly where it left off.
• Does TariffLine file or calculate taxes? No. TariffLine collects a recovery surcharge at the rate you set, reflecting your own import costs. It is not a tax or duty calculator.

GroupOrder — common questions

• A participant paid but isn't on my roster. If they checked out with a different email than the one they were invited with, you can link their order to their invitation from the campaign page — it takes a few seconds.
• The deadline passed and we were short of the minimum. You can extend the deadline and the roster link keeps working. Participants who paid stay paid.
• Someone refunded — what happens? They stay visible on the roster, clearly marked, and stop counting toward your minimum, so your production run is never based on money you no longer hold.
• How long does a roster link last? Roster links stay viewable for 90 days after a campaign closes, then expire.

Privacy & your data

What each app collects, why, and how long we keep it is set out in full on our privacy policy. Short version: only what the app needs to work, never sold, and deleted when you uninstall.

Something urgent?

If an app is affecting live orders on your store, say so in the subject line — those emails jump the queue.