We’re here to help

1. Common questions

A customer says they got a reminder after paying

This should never happen. Collected stops every balance reminder the instant a payment is recorded, guarded in three independent layers. If you see it, forward us the email and the order and we’ll investigate immediately; it’s the highest-priority class of bug we have.

Reminders aren’t sending

Check Settings → Sender identity: you need a verified sending domain in Resend and a store name set. Until email is configured the app records what it would have sent but doesn’t deliver it. The Reminders page shows a warning when email isn’t connected.

I’m not on Shopify Plus

The native deposit primitive is Plus-only at launch, so taking deposits needs Plus today. Install anyway and join the waitlist and we’ll email you the day deposits open up more widely.

How do I handle a customer who never pays the balance?

Use the forfeiture flow on the order once it passes your forfeit-eligible window. It’s guided and logged, never automatic, and it applies the policy text you set. Please read the lay-by law guide first; your local rules decide what you may keep.

2. Data & privacy requests

To action a customer data-access or erasure request, use Shopify’s customer privacy tools; the app honours Shopify’s redaction webhooks automatically. For anything else, email us. Full detail is in our Privacy Policy.

3. The reassurance