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 confirmation message via SMS, Email, and/or WhatsApp — every channel uses one-tap Confirm/Cancel links. The customer taps Confirm or Cancel in WhatsApp, or opens the link in their SMS or email. Your Shopify order is then automatically tagged cod-confirmed or cod-cancelled.
No. Konfirm installs via the standard Shopify app install flow. After installing, Email (Resend) and WhatsApp (Meta Cloud API) work worldwide immediately. Built-in SMS via Twilio currently supports India only (valid +91 mobiles). For SMS outside India, add your own MSG91 or Twilio API details in Settings → SMS. The thank-you page status widget 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 (thank-you page status widget) requires a Shopify plan that supports checkout extensibility.
SMS & Email
Built-in SMS via Twilio currently supports India only (valid +91 mobiles) — no API key needed for Indian stores. For any other country, or for your own sender ID / DLT-approved template, enable your own MSG91 or Twilio account in Settings → SMS. WhatsApp is available in Settings → WhatsApp.
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.
On Settings → General you can pick a message style and language for all built-in channels — SMS, Email and WhatsApp (available on every plan, including Free). Each style has its own Meta-approved WhatsApp template. When using your own SMS or SMTP provider, you can also edit custom templates with variables like {name}, {store}, {order}, {verify_url}, {amount}, {currency}.
Verification flow
Three paths, all one-tap: (1) WhatsApp — tap Confirm Order or Cancel Order in the WhatsApp message. (2) SMS — open the confirmation link and tap Confirm or Cancel. (3) Email — same as SMS. The thank-you page shows which channel was used and updates automatically when they respond.
Konfirm can retry the message up to 3 times (Settings → General, every plan). The order stays pending for 24 hours, then is tagged cod-expired. Konfirm does not auto-cancel ignored orders — only Cancel taps when Auto-cancel is enabled on Pro/Elite.
When Auto-cancel on rejection is enabled (Pro or Elite), 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
Free: 10 COD orders/month with all message styles & languages on every channel. Pro ($4.99/mo or $49/yr): 100/month plus auto-cancel. Elite ($9.99/mo or $99/yr): unlimited confirmations with everything in Pro. Own SMS, SMTP, and WhatsApp providers work on every plan.
No free trial on new Pro or Elite upgrades — billing starts when you approve the charge in Shopify. You can start on the Free plan (10 COD orders/month) with no credit card. If you already started a trial earlier, it continues until it ends.
Go to your Shopify admin → Settings → Billing → Subscriptions and cancel Konfirm. You keep access until the end of the current billing period. There are no cancellation fees.
Yes. Free (10) and Pro (100) counters reset automatically on the 1st of every month. Elite has no monthly cap.
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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