Help & Support

Need help right away? Email support@whitefang.ai — we respond within 1 business day, Mon–Fri 9am–6pm ET.

1. Installing WhiteFang

WhiteFang is installed directly from the Shopify App Store. The install process takes about two minutes.

1. Go to the WhiteFang listing on the Shopify App Store and click Add app.
2. You'll be redirected to your Shopify admin. Review the permissions WhiteFang requests (see Section 2 for what each permission does) and click Install app.
3. WhiteFang opens inside your Shopify admin. Complete the onboarding: enter your business details, upload your logo, and confirm your store address for the consumer map.
4. Your store is now live on WhiteFang. You can create your first campaign immediately.

WhiteFang includes a 14-day free trial on the paid Merchant plan. No credit card is required upfront — billing is handled entirely through Shopify's billing infrastructure and appears on your Shopify invoice.

2. Connecting Your Shopify Store

Installing WhiteFang through the Shopify App Store automatically connects your store via OAuth. No API keys need to be entered manually. WhiteFang requests the following permissions and uses them only for the purposes listed:

Permission	Why It's Needed
write_discounts	Creates discount codes at checkout when a consumer redeems a credit (Restricted Mode campaigns)
read_products	Reads your product catalog so you can restrict credits to specific products or collections
read_customers	Looks up existing Shopify customer records by email when issuing credits
write_customers	Creates Shopify customer records for consumers who don't yet have one in your store
read_orders	Receives order webhooks to automatically confirm credit redemptions when an order is paid
read_gift_cards	Reads gift card balances when using Gift Card Mode campaigns
write_gift_cards	Creates Shopify native gift cards as credits when Gift Card Mode is selected

You can revoke WhiteFang's access at any time from your Shopify admin under Settings → Apps and sales channels. See Section 8 for full uninstall instructions.

3. Creating Your First Campaign

A campaign is how you define what credit you're offering and who receives it. WhiteFang supports two credit types:

• Gift Card Mode — Issues a native Shopify gift card to the consumer. Works anywhere gift cards are accepted in your store. Requires no restrictions.
• Restricted Mode — Issues an app-managed discount code. You can restrict redemption by minimum order value, day of week, specific products or collections, and credit value caps.

To create a campaign:

1. In your WhiteFang dashboard, go to Campaigns → New Campaign.
2. Choose a credit type (Gift Card or Restricted Mode), set the credit value and label, and configure any restrictions.
3. Optionally set an expiration date and choose whether the campaign is public (visible on the consumer map) or private.
4. Click Publish. The campaign is live immediately or on the scheduled date.
5. Issue credits to customers manually from the Customers tab, or let automations handle it.

4. Importing Customers

You can build your customer list in WhiteFang by importing existing customers from a CSV file.

1. Go to Customers → Import in your dashboard.
2. Download the CSV template and fill in customer email addresses (required), and optionally first name, last name, and phone number.
3. Upload your file. WhiteFang accepts up to 5,000 records per upload.
4. WhiteFang creates a WhiteFang account for any email address that doesn't already have one. Customers receive a secure link to claim their account when they first interact with a credit.

Important: You may only import customers with whom you have an existing business relationship and who have not opted out of communications from your business. Importing purchased or scraped email lists violates our Merchant Terms of Service.

5. Automations

Automations issue credits to customers automatically based on triggers you configure — no manual work required after setup.

Available automation types:

• Birthday — Sends a credit on or around the customer's birth month and day. Customers provide their birthday (month and day only) in their consumer profile.
• Anniversary — Sends a credit on the anniversary of the customer's enrollment in your loyalty program.
• High-Spender — Sends a credit when a customer's total redemption spend with your business crosses a threshold you set.

To set up an automation:

1. Go to Automations → New Automation in your dashboard.
2. Select the trigger type and configure the credit value, label, and any restrictions.
3. Activate the automation. It runs continuously until you pause or delete it.

Automations require the Merchant plan ($199/month). They are not available on the Starter plan.

6. How Redemption Works

Consumers redeem credits using the WhiteFang consumer app at secure.whitefang.ai.

In-store (QR code):

1. The consumer opens their WhiteFang wallet and selects a credit from your business.
2. They tap Redeem to generate a one-time QR code.
3. You scan the QR code from your WhiteFang merchant dashboard. The credit is applied and marked redeemed instantly.

Online (Shopify checkout):

1. The consumer taps Redeem Online in their wallet. WhiteFang generates a Shopify discount code.
2. The consumer copies the code and applies it at your Shopify checkout.
3. WhiteFang receives the order webhook from Shopify and automatically marks the credit as redeemed.

7. Plans & Billing

WhiteFang offers two plans:

Plan	Price	Includes
Starter	Free	Loyalty campaigns, customer management, analytics dashboard, Shopify integration, email support
Merchant	$199/month	Everything in Starter plus automations, triggered campaigns, campaign scheduling, advanced analytics, team collaboration, and priority support

Billing is processed through Shopify's Billing API — charges appear on your Shopify invoice under Apps, not as a separate WhiteFang payment. The Merchant plan includes a 14-day free trial for new subscribers.

Cancellation: You can downgrade to the Starter plan at any time from Settings → Billing in your dashboard, or by emailing support@whitefang.ai. Cancellation takes effect at the end of the current billing period. See our Refund Policy for full details.

8. Uninstalling WhiteFang

You can uninstall WhiteFang at any time from your Shopify admin. Uninstalling removes the app from your store and revokes WhiteFang's access to your Shopify data.

1. In your Shopify admin, go to Settings → Apps and sales channels.
2. Find WhiteFang in the list and click Delete.
3. Confirm the uninstall. Shopify will revoke the app's OAuth access token immediately.

What happens to your data: Uninstalling the Shopify app does not immediately delete your WhiteFang merchant account or your customer data. Your account enters a deactivated state. To permanently delete your account and all associated data, go to Settings → Account → Delete Account in the WhiteFang dashboard, or email support@whitefang.ai. Account deletion carries a 30-day grace period, after which all data is permanently removed. See our Privacy Policy for full details.

Active subscription: If you are on the Merchant plan, uninstalling does not automatically cancel your subscription. Downgrade to Starter from Settings → Billing before uninstalling, or your subscription will continue to bill until you cancel through Shopify.

9. Contact Support

Our support team is available Monday through Friday, 9am–6pm Eastern Time. We aim to respond to all inquiries within 1 business day.

For billing issues: Include your Shopify store URL and the charge date. We respond to billing inquiries within 5 business days.
For data or privacy requests: See our Privacy Policy — Your Rights section for how to submit access, deletion, or correction requests.