Frequently asked questions

WallaB.AI is a subscription-retention app for Shopify merchants. WallaB, our AI concierge, steps in the moment a shopper tries to cancel and works out a guardrailed, personalized offer to save the relationship — alongside the full toolkit merchants expect from a subscriptions platform: skip/pause/swap, failed-payment recovery, win-back campaigns, and analytics.

It's a real, guardrailed AI conversation, not a scripted flow. WallaB understands the shopper's specific reason for leaving and proposes a tailored offer within limits you set — a maximum discount percentage and a list of allowed actions. Every conversation is logged with a full transcript you can review at any time.

No. “Meet WallaB” walks you through setup from the dashboard — connecting your product catalog, building your first plan, and configuring guardrails — in minutes, no implementation team required.

Pricing scales with your subscription revenue: a free plan covers up to $500/mo, with paid tiers as you grow. The WallaB AI concierge is included on every plan — there are no per-conversation or per-message fees, ever.

Paid plans include a free trial (shown on the pricing page). The free plan has no time limit — use it for as long as you're under the revenue cap.

Nothing is ever restricted, rate-limited, or paused. We'll let you know it's time to consider upgrading, and you can do so whenever you're ready.

No. WallaB is included on every plan, including the free one, with no per-message or per-conversation fees — that's a permanent product decision, not an introductory offer.

Yes. Shoppers manage everything through a passwordless self-serve portal — sign in with a one-time email code, no password to remember — covering skip, pause, product swaps, and full order history.

A configurable dunning ladder automatically retries the charge on the schedule you set, with branded email notices at each retry. Successful retries recover automatically — no manual follow-up required on your end.

Yes — build-a-box bundles let you define slots ("pick 2 from our dark roasts") with eligible-product pools and quantity limits per slot. Shoppers customize their box contents for each upcoming delivery from their portal. Picking a box at initial signup/checkout is coming with our upcoming Shopify checkout integration; today, bundles are set up by you (or your team, for phone/VIP orders) and customized by the shopper from then on.

Yes — quantity-tiered pricing lets you discount by the percentage, a flat amount, or a fixed per-unit price once a customer's order reaches a quantity threshold, composable with your regular plan discount.

A plain, always-visible “just cancel” link is present throughout the entire WallaB conversation — no countdown timers, no pre-checked add-ons, no guilt copy. We don't believe in dark patterns, and neither does the Shopify App Store.

No. Every action WallaB proposes is validated against limits you configure — a maximum discount percentage and an explicit list of allowed actions — before it's ever applied. The model is never trusted to enforce its own limits; your server-side settings are the final word.

Yes — every conversation is logged with a full transcript, viewable from your dashboard's Conversations and Activity views, so you always know exactly what was offered and why.

A moderation filter screens both what a customer sends and what WallaB replies with, before either ever reaches the other side of the conversation.

Yes — WallaB has a fully deterministic fallback mode, so the cancel-save conversation, guardrails, and every other feature keep working even without a live AI API key connected.

Never. WallaB.AI does not touch or store card data, and never logs personal information, tokens, or secrets. Payment processing stays with Shopify's own infrastructure.

Access tokens and other sensitive values are encrypted at rest, every connection uses parameterized queries (never raw string interpolation), and every merchant's data is isolated by shop — a cross-tenant data leak is treated as a critical bug, not an edge case.

See our Privacy Policy for the full detail on what we collect, how long we keep it, and how to request access, export, or deletion.

Yes. Upload a CSV export and our importer validates every row — matching products, plans, and cadences to your WallaB catalog — before anything is committed. You review a full report and confirm before a single subscription is created.

No — imported subscribers never receive welcome or onboarding messages, even if you have those automated for new signups. Nobody wants to be “welcomed” to a service they've already been using elsewhere.

No. The importer never bills for time already served — a subscription whose next charge date has already passed imports as paused, not as an overdue active charge, and is proven not to enqueue a charge before you ever commit the batch.

Every row gets a dry-run validation verdict — valid, warning, or error — before commit, so you see exactly which rows need attention instead of a silent partial import.

Email us and we'll get back to you — we aim to respond within 2 business days.

Please let us know — see our Accessibility Statement for our current conformance status and the same contact details.