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Frequently asked questions
How do I install StoreMonk on Shopify?+
Install StoreMonk directly from the Shopify App Store. After installation, you'll be redirected to the StoreMonk dashboard to complete a 4-step onboarding. You can skip any step and come back later — it takes under 5 minutes to go live.
How does the AI reply to customers?+
StoreMonk uses Claude AI (by Anthropic) to generate replies. It reads your store policies, product descriptions, and live order data to answer customer questions accurately. You can customize the AI's tone and add specific instructions in Settings.
What happens when I hit my monthly AI reply limit?+
When you reach your monthly limit, the chat widget shows a friendly message asking the customer to leave their email for a follow-up — the widget never shows an error. You'll receive a notification at 80% usage so you can upgrade before hitting the limit.
Can I use StoreMonk on WordPress or WooCommerce?+
Yes. Download the StoreMonk WordPress plugin from the dashboard Settings page. It embeds the chat widget automatically. WordPress merchants are billed via Stripe instead of Shopify Billing.
How does returns automation work?+
When a customer submits a return request, Claude AI reads your return policy and evaluates the request — checking if it's within the return window, meets your conditions, and matches the requested resolution type. It returns a verdict (approve, deny, or review) with a confidence score. You approve or deny with one click, or enable auto-approve on Business plan.
Is my customer data safe?+
Yes. All data is encrypted in transit (HTTPS/TLS) and at rest. Customer messages are sent to Anthropic's Claude API only to generate responses — Anthropic does not train on API inputs. When you uninstall StoreMonk, all your store data is deleted within 48 hours. See our Privacy Policy for full details.
How do I cancel my subscription?+
Shopify merchants can cancel by uninstalling StoreMonk from your Shopify admin — your subscription is cancelled automatically. WordPress merchants can cancel via the billing portal in StoreMonk Settings. You won't be charged after cancellation and retain access until the end of your billing period.