Help for your pickup workflow

Counterkeep support is provided by Elektraset, s.r.o. Email help@elektraset.com. Include your store, order number, the time in UTC and the exact error. Do not send passwords, access tokens, full customer lists or card details.

Getting started

1. Open Counterkeep from Shopify admin and approve the 14-day trial.
2. Sync Shopify orders in Pickup queue.
3. In Timeline & policy, set the holding period, reminder days and message. Send a test email to yourself.
4. Enable reminders when your policy is ready. Confirm ready dates for pickups that predate installation.
5. Review overdue pickups, add notes, then approve any appropriate resolution. Export the audit history for your records.

Common questions

No orders? Only native Shopify local pickup fulfillment orders from the last 60 days are supported. A date-picker tag alone is not enough.

No reminder? Automatic reminders start paused. Confirm the ready date, enable the timeline, check the 500-email monthly limit and read the audit entry. Use Send test email for an immediate setup test.

Resolution blocked? Mixed delivery, partial collection, prior refunds and complex payments need review in Shopify. Unknown API outcomes are never automatically retried. Check Shopify before taking another action.

Data request? Export your audit log and contact us for the matching encrypted order/contact records. We assist the merchant in answering Shopify privacy requests.

Support availability

Email support; no live chat or guaranteed response-time SLA. We prioritize suspected incorrect financial actions, privacy issues and failed installations. The current app is a development preview awaiting App Store submission.