Support

Last updated: 2026-05-12 · Publisher: Defyn Digital (Australia)

Contact

• Phone: (02) 9834 4119 (Mon to Fri, Sydney time). Fastest path for live troubleshooting.
• Email: support@defyn.com.au - primary contact for all questions, bug reports, and feature requests.
• Response time: within 1 business day (Sydney time, Mon to Fri).
• Security issues: email support@defyn.com.au with [SECURITY] in the subject line. Do not disclose publicly until we've had a chance to respond.

Status

If the App is unreachable or sync runs are failing across multiple shops, email us. We post incident notes within 1 hour of an outage being confirmed.

Before you email us

You can resolve most issues from the App's admin UI without our help. Try the following first:

"The app won't install on my dev store"

• Confirm your Shopify Partner account is active.
• Confirm your store isn't already on a Shopify Plus / B2B plan that blocks Custom-distribution apps. The Defyn SAM app is Public, so this should not apply once it's live in the App Store.

"My subscription is showing inactive or expired"

• Subscription is handled by Shopify-managed billing. Open Apps → Defyn SAM → Billing to check the current state. If it's expired, reactivate from the same screen.
• If you're on a free trial that has run out and Sync runs have stopped, Shopify will prompt for payment confirmation inside the embedded admin.

"Sync runs are showing failed"

• Open Apps → Defyn SAM → Sync and look at the most recent run in the history table. The stats column shows created / updated / unchanged / failed counts.
• For per-item details, expand the run and read the JSON output (or email us the run ID and we'll dig in).
• Most common cause: a SAM tenant credential change. Re-enter your SAM password in Settings to fix.

"Inventory levels in Shopify don't match SAM"

• We rely on SAM's outbound stock webhook to update Shopify inventory. Confirm in Settings that:
  • Your Webhook URL slug matches the value configured on your SAM tenant under "External webhook integrations".
  • Your Webhook secret matches the secret SAM is signing requests with.
• If both look right and stock still drifts, run Apps → Defyn SAM → Sync → Sync products now to force-resync price + SKU metadata. Then ask SAM support to push a fresh stock update.

"I uninstalled the app - is my data gone?"

• Your Shopify session is cleared immediately on uninstall.
• About 48 hours later, Shopify delivers a shop/redact webhook that wipes the rest of your data - every mapping table, the sealed SAM credentials, and the sync run history.
• If you need confirmation that the redact has completed, email us with your shop domain. We'll check our logs.

"I want to request all data you hold about a customer"

• We do not store customer personal information at rest - see the Privacy Policy, Section 3.
• If you need a written attestation for a customer's compliance request, email us and we'll send one within 5 business days.

"I want to cancel my subscription"

• Cancel from your Shopify admin: Settings → Plan and billing → Manage subscriptions → Defyn SAM → Cancel. Shopify handles the refund / proration per their billing policy.
• You can also uninstall the app entirely; that cancels the subscription automatically.

Reporting a bug

When emailing us about a bug, include if possible:

1. Your Shopify shop domain (your-store.myshopify.com)
2. What you did - step-by-step
3. What you expected to happen
4. What actually happened - screenshots or copy-pasted error text
5. The timestamp (your local time + timezone) of when it happened

This lets us correlate against our logs without back-and-forth.

Feature requests + roadmap

Email support@defyn.com.au with [FEATURE REQUEST] in the subject line. We triage requests weekly and reply with whether the feature is on the roadmap, deferred to a later release, or out of scope.

The current roadmap is published quarterly via our merchant newsletter — sign up by emailing us with [SUBSCRIBE] in the subject.