Frequently asked questions
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Getting started
When a customer places a Cash on Delivery (COD) order on your Shopify store, Konfirm automatically sends them a 6-digit OTP via SMS and/or Email. The customer enters this OTP on the thank-you page or via a link in the message to confirm or cancel their order. Your Shopify order is then automatically tagged cod-confirmed or cod-cancelled.
No. Konfirm installs via the standard Shopify app install flow. After installing, it works immediately — SMS is sent via Konfirm's built-in Twilio account and email is sent via our Resend mailer. No API keys or SMTP setup is needed to get started. The OTP widget on the thank-you page is added via the theme editor in a few clicks.
Konfirm works on all Shopify plans including Basic, Shopify, Advanced, and Plus. The checkout extension (OTP on thank-you page) requires a Shopify plan that supports checkout extensibility.
SMS & Email
No. By default, Konfirm sends SMS via our built-in Twilio account — no API key or account needed on your end. If you prefer to use your own MSG91 or Twilio account (for example, to use your own sender ID or DLT-approved template in India), you can enable that in Settings → SMS. WhatsApp support is coming soon.
No. By default, Konfirm sends emails via our built-in Resend mailer — from noreply@konfirm.pacificsoftwares.com. If you want emails to arrive from your own domain (e.g. orders@yourstore.com), enable custom SMTP in Settings → Email and enter your host, port, and credentials. Gmail, Outlook, SendGrid, Mailgun, and any SMTP are supported.
When using Konfirm's built-in SMS (the default), there is no separate SMS billing — it is included in your plan. If you bring your own MSG91 or Twilio account, those costs are billed directly by your provider. Either way, Konfirm's app subscription price stays the same.
Yes — when using your own SMS or email provider. Custom templates are available once you enable your own provider in Settings. You can use variables like {name}, {order}, {otp}, {amount}, {currency}. The email subject line and body are customisable on all plans.
Verification flow
Two ways: (1) Directly on the Shopify thank-you page — an OTP entry widget appears right after checkout. (2) Via the link in the SMS or email — tapping it opens a dedicated verification page. Both methods accept the same 6-digit OTP.
The order stays in "pending" status for 24 hours. After expiry it is tagged cod-expired. You can decide how to handle expired orders — Konfirm does not automatically cancel them unless the Auto-cancel setting is enabled.
When Auto-cancel on rejection is enabled (Pro plan), if a customer clicks Cancel Order, Konfirm will automatically cancel the order in Shopify and tag it cod-cancelled. This saves you from manually reviewing rejected orders.
Billing
Yes — 7 days free. Your trial starts when you click Upgrade to Pro. You won't be charged until the trial ends. You can cancel anytime from your Shopify admin before the trial ends at no cost.
Go to your Shopify admin → Settings → Billing → Subscriptions and cancel Konfirm. You keep Pro access until the end of the current billing period. There are no cancellation fees.
Yes. The 30-confirmation counter resets automatically on the 1st of every month. No action needed on your part.
Privacy & compliance
Yes. Konfirm stores only the minimum customer data needed to send confirmation messages (phone, email, name, order details). All stored credentials are AES-256 encrypted. Customer data is deleted within 48 hours of app uninstall. Konfirm responds to all three mandatory Shopify GDPR webhooks.
If you use MSG91 for transactional SMS to Indian phone numbers, DLT registration is required by TRAI regulations. Since you use your own MSG91 account, this registration is your responsibility as the sender. Konfirm's documentation has a step-by-step guide on setting this up.
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