Support
Get help with DupeGuard
Email info@silvershark.com. Include your store domain and, if it’s about a specific flagged order, the order number — that’s usually enough to answer without a back-and-forth.
Common questions
DupeGuard flagged a customer who isn’t abusing anything. What now?
Open the flag in the Abuse Log — it shows the exact reason it was raised, so you can judge it yourself. If the accounts genuinely belong to different people, split them or add the household to your allow list from the Households screen. DupeGuard will stop linking them. Flags are a prompt for your judgement, not a verdict.
Will it accuse roommates or a couple sharing an address?
A shared address on its own is never enough to link two accounts — DupeGuard needs a second independent signal, such as a matching phone number or the same mailbox behind an alias. That threshold exists specifically so that families and flatmates aren’t treated as one shopper.
Someone used a completely unrelated email and a different address. Will you catch that?
Probably not, and it’s better to say so plainly. DupeGuard works from what’s on the order — email, phone, address, name. If none of those match anything it has seen before, there is nothing to link. What it catches reliably is the common case: the same person taking the path of least effort, usually by adding something to their own email address or ordering to the same doorstep.
Why did an order get flagged instead of blocked at checkout?
Turning someone away live at checkout only works when the shopper is signed in to a customer account and DupeGuard has already linked them to an earlier claim. Guest checkouts, and brand-new email addresses being used for the first time, can’t be stopped in advance — they’re caught right after the order lands and appear in your Abuse Log within moments.
Can DupeGuard cancel and refund an order automatically?
Only if you switch it on, and it’s off by default. Enabling it takes a separate, explicit confirmation, because it moves real money. Most merchants leave it off and review flags by hand, at least to begin with.
How far back does the audit look?
Roughly 60 days. That’s the window Shopify’s standard permissions expose to apps, so it’s what the audit covers — the app tells you this on screen rather than implying it has read your whole history.
Do I have to pay to see what it finds?
No. The free plan includes the audit, ongoing detection and the flags it raises, so you can see what’s happening in your store before paying anything. Paid plans are for enforcement — turning repeat claimants away at checkout and the optional auto-cancel.
How do I change or cancel my plan?
From the Billing screen inside the app, which takes you to Shopify’s own plan page. Billing is handled entirely by Shopify and appears on your normal Shopify invoice; DupeGuard never sees your card.
What happens to my data if I uninstall?
Shopify notifies DupeGuard 48 hours after an uninstall, and everything held for your store is deleted — orders, customers, linked-account groups, flags and settings. See the privacy policy for detail.
Reporting a security issue
Email info@silvershark.com with “security” in the subject line and please don’t disclose it publicly until it’s resolved. Reports are acknowledged within one business day.