COM Inbound support

COM Inbound support is provided by Extelynx in English.

Contact

Support email: support@extelynx.com

Security and privacy incidents: security@extelynx.com

Support hours: Monday–Friday, 08:00–20:00 CET

Target first response: within 24 hours

Documentation and common questions are available at https://extelynx.com/extensions/com-inbound/docs/.

What to include in a support request

Please include:

the shop's *.myshopify.com domain;
the approximate date, time, and timezone of the problem;
the page or workflow step where the problem occurred;
the expected result and the actual result;
a screenshot with customer, order, material, and other sensitive information removed;
whether the problem can be reproduced after refreshing the embedded app.

Do not send:

Shopify passwords;
Shopify access tokens, API secrets, session tokens, or recovery codes;
customer names, addresses, email addresses, or phone numbers;
payment-card or bank information;
full order exports, private database contents, or screenshots containing PII.

We will never ask for a password or Shopify access token by email.

Supported scope

Support covers:

installation and opening the embedded app;
connecting expected material to a recent Shopify order;
shipment references, partial receipts, receipt correction/deletion, and inspections;
shortage, damage, and mismatch workflows;
approval, rejection, reopen, and production-ready state;
Settings, privacy requests, uninstall, and data deletion;
confirmed service defects and availability incidents.

COM Inbound does not provide Shopify administration, inventory management, fulfillment, carrier support, customer messaging, production planning, accounting, tax, or legal advice.

Priority and incident handling

Security or privacy incidents should be sent to security@extelynx.com immediately. Use a subject such as COM Inbound security report and provide only the minimum information necessary to reproduce the issue safely.

We prioritize requests as follows:

suspected cross-store access, credential exposure, or privacy incident;
installation failure or service-wide outage;
data integrity or blocked core workflow;
ordinary defects, questions, and documentation requests.

If the App is unavailable, do not rely on a stale production-ready indicator. Continue the merchant's receiving and inspection process using its independent business-continuity records until service is restored.

Privacy and terms

Service agreement

By using COM Inbound on behalf of your store, you agree to the Terms of Service, including the Data Processing Agreement. There is no separate acceptance checkbox. Legal links remain available in Settings and a non-blocking notice appears in the App. Activity history does not identify individual staff members.