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.

Almost always no. The portal signs in only your store's actual subscribers, and for privacy it never reveals whether an email matched an account — so an email with no subscription always shows the “code sent” screen but nothing is sent. On a brand-new store with no subscribers yet, that's expected, not a delivery failure. To test the portal properly, add one subscription with your own email first (from Subscribers), then sign in with that exact email. If a real subscriber still isn't getting codes, confirm they're using the email their subscription was ordered with before assuming an email problem.

Shopify's free Subscriptions app is a solid, no-cost choice for a simple catalog, and staying on it is perfectly reasonable for a lot of stores. You've likely outgrown it when a customer who clicks cancel is simply gone with no record of why — WallaB opens a guardrailed cancel-save conversation and logs the reason either way. The other signals: you want a configurable failed-payment retry ladder, win-back offers, or build-a-box bundles, or you need more than basic subscription counts for analytics. WallaB adds each of those.

Your store. The subscription portal, the sign-in page, the concierge, and every email all lead with your store's name, logo, and accent color — WallaB appears only as a small "Powered by WallaB.AI" credit. On the Pro plan and above you can white-label that away entirely, so nothing points back to us. One thing never changes in any mode: shoppers are always told the concierge is an AI (that's our no-tricks rule, and bot-disclosure laws require it), and the plain "just cancel" path stays visible throughout. White-label removes our brand, never the AI disclosure.

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.

Only marketing emails — the discretionary retention touches you choose to send: win-back offers and campaigns, subscriber broadcasts, and the welcome / post-save workflow recipes. Each plan includes a monthly marketing-email allowance (Free 25, Starter 100, Growth 1,000, Pro 10,000, Enterprise Plus 50,000) that resets on the 1st of each month. Transactional email is always unlimited and never counts: sign-in codes, failed-payment and card-expiry notices, order and quick-action confirmations, password resets, and your weekly digest. Marketing email also goes only to shoppers whose Shopify customer record shows email marketing consent — a shopper who never opted in (or unsubscribed at the Shopify level) is skipped honestly, never emailed. At your limit, marketing sends pause with an “Upgrade to keep sending” prompt while transactional email keeps flowing.

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.

Yes. A cancelled subscription shows a “Restart subscription” button in the self-serve portal. The shopper confirms the exact amount charged that day, and deliveries resume from then on their usual cadence — never back-charged for the cancelled gap. Prepaid subscriptions restart in a paused state and prompt the shopper to buy another batch of cycles instead of charging.

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.

Yes. From the self-serve portal you can edit where a subscription ships — the recipient name, street, city, region, postal code, and country. The new address is validated before it's saved, so an incomplete or malformed one is caught right away instead of failing at delivery time.

Yes. Your portal has an order history listing every past order in one place — subscription renewals and one-time add-ons alike — each with its amount, date, and status. It's read-only: a clear record of what you've been charged, newest first.

Once your store marks an order as fulfilled, its tracking shows up on that order in your history — the carrier, the tracking number, and the shipment status, with a link to follow it where one is available. An order that hasn't shipped yet, or a fulfillment that was cancelled, simply shows no tracking.

Yes, on pay-as-you-go subscriptions. From the portal you can add an extra one-time item to your next order — or reorder something you bought before, straight from your order history. It's billed and shipped with that next delivery, not charged right away: you see the exact amount and date before you confirm, and it doesn't change your recurring plan. Prepaid subscriptions top up their balance instead.

Some stores cap how often a subscriber can skip, or how far ahead skipping can push the next order. Once you reach that cap, you'll see a short note explaining it — for example, that you've used all your skips on that subscription. Skipping stays unlimited unless your store has turned a limit on.

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. Export your subscribers to a CSV and upload it — the importer proposes a column mapping from your file's headers, which you confirm against a preview of your own rows, then runs a read-only readiness report showing exactly what will import, fail, or be skipped. You review the full report and confirm before a single subscription is created.

Yes — the importer works from any app's CSV export. You confirm a column mapping (which of your file's columns holds the email, price, cadence, and so on), which WallaB proposes automatically from your headers. Recharge and the generic template have verified layouts; Appstle, Skio, and Loop are offered as presets you confirm against your real file. Either way you review the mapping against a live preview of your own rows before anything is created.

Yes — it's the same CSV importer flow. Export your subscribers to a CSV, and the importer runs a dry-run that validates every row against your WallaB catalog. You review the 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.

Start from our downloadable template — a UTF-8 CSV with a required header row and one subscription per line. Each row carries the customer's email, the product (matched by title/variant or SKU), quantity, unit price, billing cadence (interval unit and count), next charge date, and status. The importer guide lists every column, which are required, and each one's exact format, and the importer validates each row against your catalog before anything is created.

Yes. Each imported subscriber is billed the exact unit price from your export, verbatim — so a grandfathered rate survives the move rather than snapping to your current catalog price. If a row's price is blank, that subscriber is priced from your catalog instead; a $0 price imports as a comped (free) subscription, flagged with a warning so it's never silent. The readiness report shows how many subscribers keep a price lower than catalog before you commit.

If your export includes ship-to address columns, they import with the subscriber. An address is an enhancement, never a gate: a valid one is attached, while a partial or invalid address is dropped with a row warning and the subscription still imports without it. A missing country is never guessed — WallaB won't infer it from your store's market, so the address is dropped with a clear reason and you can add it later from the subscriber's page.

When you commit the import, check the “hold billing” option. WallaB creates every subscription but charges no one — they're held. Once you've switched your old app off, come back and click “Start billing” to release the hold, and WallaB bills each subscription on its existing schedule. Holding until you confirm the old app is off is what keeps a shopper from being billed by both apps at once.

You take it with you. Your whole subscriber book exports to a CSV in one click from your dashboard, and individual shoppers can request a GDPR data export of their own records. There's no lock-in by design — portable data is a deliberate product commitment, not a support favor you have to ask for.

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.