Shopify app help

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:

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, with 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:

Billing is processed through Shopify's Billing API, so 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 Refunds & Cancellation below for full details.

8. Refunds & Cancellation

This section is the WhiteFang Refund Policy for merchant subscriptions. It is incorporated into the Merchant Terms of Service. Subscriptions are billed through the Shopify Billing API, so charges appear on your Shopify invoice, not as a separate payment. Last updated May 1, 2026.

Subscription fees

WhiteFang offers a free Starter plan and a paid Merchant plan ($199/month). Paid subscriptions are billed monthly in advance through Shopify's Billing API and appear on your Shopify invoice under Apps. All prices are in USD. Applicable taxes may be added by Shopify based on your billing location.

Free trial

New paid subscriptions receive a 14-day free trial. No charge is incurred during the trial period. The trial applies only to a merchant's first-ever paid subscription, and it is not available when upgrading from a previously activated paid plan. If you do not cancel, your paid subscription begins at the end of the trial.

Cancellation

You may cancel at any time through the Billing tab in your account Settings by downgrading to the Starter plan, or by emailing support@whitefang.ai. Cancellation takes effect at the end of your current billing period. You retain full access to paid features until that date. No partial-month charges are incurred after cancellation. Consistent with the FTC's Negative Option Rule and Shopify's billing requirements, the cancellation mechanism in Settings is always available and requires no customer service interaction.

What is and is not refunded

General rule: Subscription fees are non-refundable except as described below or as required by applicable law. Unused time remaining in a billing period after cancellation or downgrade is not refunded in cash but is also not charged again.

Pro-rated credits (Shopify-managed): When you downgrade or cancel a paid plan mid-cycle, Shopify automatically applies a pro-rated credit to your Shopify account for unused days. This credit appears on your next Shopify invoice and is applied by Shopify, not WhiteFang. WhiteFang has no control over the timing or amount of Shopify's pro-rating calculation.

Exceptions, WhiteFang-issued refunds: WhiteFang will issue a refund (via Shopify's billing credit mechanism) in the following circumstances:

• You were charged due to a WhiteFang billing error (e.g., duplicate charge, incorrect plan amount)
• You were charged after a documented cancellation request that WhiteFang failed to process
• A refund is required by applicable law (e.g., statutory cooling-off period in your jurisdiction)

How to request a refund

Email support@whitefang.ai within 30 days of the charge with: your WhiteFang merchant account email, the charge date and amount, and a brief description of why you believe a refund is warranted. WhiteFang will respond within 5 business days. Approved refunds are processed through Shopify's billing system and may take one additional billing cycle to appear on your Shopify invoice.

Platform discontinuation

If WhiteFang permanently discontinues the platform, WhiteFang will provide at least 30 days' advance notice and will pro-rate and refund any prepaid subscription fees for the unused portion of the current billing period.

Shopify billing infrastructure

• Charges appear on your Shopify invoice under "Apps," not as a separate WhiteFang charge
• Pro-rated credits for mid-cycle plan changes are calculated and applied by Shopify
• You can view all WhiteFang charges in your Shopify admin under Apps → Billing
• WhiteFang cannot process cash refunds directly. All refunds are issued as credits on your Shopify account

9. 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.

10. 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.