Help and support
Write to support@larchline.co. In German or in English, whichever you prefer.
We aim to answer within 24 hours. That is a target we work to, not a guarantee. If something in the app has to change for it, we say so and we come back to you once it is there.
What to send
Three things make an answer fast:
Your store address, the one that ends in myshopify.com.
The order number and, if there is one already, the document number.
What you expected and what the app showed instead. A screenshot is enough.
Before you write
These are the questions that come up most:
Numbers: the prefix and the next number sit in the settings, separately for invoices, delivery notes and credit notes. A number once issued never changes. If the next number is already taken, the app says so and you set a higher one in the settings.
Tax notes: the invoice shows the net per tax rate. With the small business rule set in the settings, the app prints the § 19 UStG note in place of the tax lines. On a tax-free supply to a business in another EU country it prints the § 6a UStG note and both VAT ids. Which details your business needs is a question for your tax adviser.
Bulk print: on the Starter plan you pick orders in the list and download their invoices or delivery notes as one ZIP file.
Documents in English: the document language is a store setting, German or English. In English the documents are part of the Starter plan.
Credit notes and cancellation invoices: refund the order in Shopify, reload the order in the app and create the credit note. It names the number of the invoice it corrects. For an order cancelled before it was paid you create the cancellation invoice instead. Both are part of the Starter plan.
Customer data requests: when Shopify sends a customer data request, the app shows it to you. You download a file with what the app holds for the orders named: numbers, dates, amounts and who made a document. The file is there for 55 days, and you use it for your answer.
Two invoices for one sale: Shopify can create its own VAT invoice for checkout orders. If that is on, use only one of the two. Turn off Shopify's invoices, or create no invoice in the app for the same orders.
Uninstalling: you uninstall the app in your Shopify admin. The access token and the email address Shopify holds for your store are deleted at once. Everything else we hold about your store, the register of your numbers included, is deleted when Shopify sends us the removal notice, 48 hours after you uninstall. Save the documents you want to keep before that.
If a document is wrong
The app does not change a document it has issued, and a number once issued stays issued. Check your details in the settings first, so the next document is right. Then write to us with the document number and the order number, and we will look at the case.
Data and privacy
The app stores your store address, an access token from Shopify and the permissions you granted. Then your details from the settings, a register of the documents issued with numbers, dates and amounts, and a log of which document was created when and when the register was exported, with the Shopify user number and never with a name. It also stores an entry for every customer data request that names an order it has stored something about, the ids of the notifications Shopify sends so each one is handled once, the email address Shopify holds for your store so we can send you notices about the app, and for every notice the entry that it was shown to you and, where that applies, sent by email. Your customers' names and addresses are read for the PDF and not stored. The privacy policy says it in full. For the processing we do on your behalf there is the data processing agreement.