Help with Neeila
For merchants using the Neeila app for Shopify
Email us about anything: installing the app, publishing a product, an order in production, or a question about your account.
What to include
These three things let us find your account and the problem straight away:
- Your
.myshopify.comstore domain - The product name or order number involved
- What you expected to happen, and what happened instead
Please don’t email us your Shopify password or a customer’s payment details. We never need either, and we will never ask for them.
Common questions
Do I need to create an account?
No. Install the app from the Shopify App Store and your workspace is created automatically from your Shopify session. There is no separate signup, password or login screen.
Where do my products go when I publish?
Into your own Shopify catalogue. Neeila creates the product with your label artwork as its image, at the price you set, and publishes it to your Online Store so it is ready to sell. You can edit it afterwards in Shopify like any other product.
My product didn’t appear in Shopify. What now?
Open Your designs and check the status beside the product. “Sync pending” means it is queued and will retry on its own. “Sync failed” means the push was rejected — press Sync now to retry immediately. If it stays failed, email us with the product name.
How do orders reach you?
Automatically. When a customer pays for an order containing a Neeila product, Shopify notifies us and the order enters our fulfillment queue. There is no manual step and nothing for you to forward.
How does my customer get tracking?
When the parcel ships, we write the tracking number back onto the Shopify order as a fulfillment. Shopify then notifies your customer using your store’s own shipping notification, under your brand.
When am I charged?
The app is free to install. You are charged the fulfillment cost when a customer places an order — never for products that sit unsold. The cost breakdown and the margin you keep are shown before you publish.
What happens to my data if I uninstall?
Shopify notifies us when you uninstall. We delete your store’s orders, the products we published for it, and the access token, within 48 hours. See the privacy policy for the full detail.
A customer wants their data deleted. What do I do?
Make the request through Shopify rather than emailing us. Shopify forwards customer data and erasure requests to us automatically and we act on them within 30 days — for an erasure, we overwrite the customer’s name, email and shipping address on every order from your store.
Still stuck?
Email support@neeilacandles.com and a person will read it. If it turns out to be a bug in the app, we would rather hear about it than not.