Get help with installation, billing, data quality, integrations, and return analytics for Returns Intelligence, provided by Pacdev Lab.
Last updated July 30, 2026.
Installed Merchants
Workspace owners and admins should open support requests from the authenticated dashboard settings page. That flow keeps support cases tied to the correct Shopify shop and records customer-authorized support access grants in the workspace audit log.
Use Settings > Support after signing in, then include the narrow examples needed to trace the issue.
Pre-Install And App Review
Returns Intelligence is provided by Pacdev Lab, a project and trade name used by Cecil Teran, an individual sole proprietor based in Ecuador.
For pre-install questions, Shopify app review, billing setup, or security inquiries, contact [email protected].
Do not send passwords, API keys, access tokens, payment details, full customer message bodies, or unnecessary personal data by email.
Privacy And Data Rights
Shopify privacy webhooks for customer data requests, customer redaction, and shop redaction are verified, deduplicated, recorded in a privacy request ledger, and tracked against a 30-day target due date.
Merchant export, deletion, correction, or uninstall cleanup requests can be sent to [email protected]. Correction requests are reviewed because Shopify or another connected source may remain the authoritative record.
Data-Quality Examples
Helpful support requests include specific examples such as:
- order IDs or Shopify order GIDs
- return IDs, RMA IDs, or refund references
- SKU, product title, product ID, or Shopify product GID
- date range, reporting month, and observation window
- expected result, actual result, and redacted screenshots or exports
If screenshots or exports are useful, redact customer names, emails, addresses, phone numbers, payment data, and unrelated message content before sharing.
Frequently Asked Questions
What does ReturnsIntel replace?
ReturnsIntel is a read-only analytics layer. It does not replace your customer-facing returns portal, warehouse process, or refund workflow.
What Shopify access does the app need?
The app reads orders, historical orders, returns, and products so it can connect sold units to later returns and report at SKU and product level. It does not edit products, orders, or customer records.
How is cohort return rate calculated?
For each order-month cohort, ReturnsIntel divides units from that cohort classified as returned by units sold in the same cohort. Finite return windows exclude cohorts that have not had enough time to mature.
How long does the first import take?
Import time depends on store history and Shopify processing. The app shows import progress and makes the dashboard available as soon as the first usable data is ready.
What changes between plans?
Plans vary by history depth, seats, exports, alerts, advanced analysis, Amazon FBA analytics, and API access. Current limits and prices are shown on the Shopify App Store listing and the ReturnsIntel pricing page.
Does ReturnsIntel cover Amazon returns?
The Scale plan can add Amazon FBA order and return analytics through credentials you supply. Amazon coverage is FBA-only today and is reported separately from Shopify while using the same sale-month cohort approach.
Service Level Expectations
We target a first response within 2 business days (Monday–Friday, Ecuador time, excluding Ecuadorian public holidays) for non-critical support requests. Critical issues such as data integrity concerns or security incidents are prioritized. Response time targets are commercially reasonable efforts, not guarantees or SLA commitments.
Disclaimer
Support guidance, troubleshooting steps, and diagnostic information are provided on a best-efforts basis and do not constitute legal, financial, tax, or operational advice. The warranty disclaimers and liability limitations in the Terms of Service apply to all support interactions.