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Contact RP Local Delivery Date Support

This article helps you contact support with the information needed for faster

This article helps you contact support with the information needed for faster troubleshooting.

What this helps you do

Send a complete support request so the team can reproduce and resolve your issue more quickly.

Prerequisites

  • Your permanent .myshopify.com store domain

  • Access to the affected storefront page or app screen

  • The approximate date and time when the issue occurred

Instructions

  1. Identify the type of issue:

    • installation

    • theme placement

    • delivery areas

    • pickup setup

    • dates or time slots

    • delivery rates

    • billing

    • storefront display

  2. Collect the basic details:

    • permanent .myshopify.com store domain

    • app name and environment shown in Shopify admin, if applicable

    • published theme name and affected page URL

    • affected location name and Location ID

    • affected Delivery or Pickup Profile ID

    • affected product name or handle, if relevant

    • affected Shopify order number, if relevant

  3. Capture evidence:

    • screenshot of the app settings

    • screenshot of the storefront or cart

    • screenshot of any error message

    • screen recording, if the issue is hard to describe

  4. Write the exact steps to reproduce the issue.

  5. Include what you expected to happen and what happened instead.

  6. Record the approximate occurrence time and your time zone. If an error
    includes a request or reference ID, include that ID.

  7. Note the browser and device and whether the issue happens on:

    • desktop

    • mobile

    • both

  8. State the business impact, including whether the published store is affected,
    customers are blocked, or there is a safe workaround.

  9. Send your request to:

Expected result

Support receives enough detail to understand the issue without asking basic follow-up questions first.

Troubleshooting notes

  • If the issue is urgent, say whether your store is live and currently accepting orders.

  • If the issue only happens on one device or browser, mention that clearly.

  • Copy error text as text when possible so support can search for it.

  • If a setting changed recently, include what changed and when. Do not make more
    changes while gathering evidence unless needed to protect customers.

Important warnings or limitations

Warning: Do not send passwords, access tokens, API secrets, private calendar
URLs, webhook secrets, payment-card details, or unnecessary customer personal
data in support requests.

  • Share only the information needed to reproduce the problem safely.

  • Use the Shopify order number rather than copying the customer's name, email,
    phone number, or delivery address. Support can request additional information
    through an approved secure channel if it is required.

  • Crop or mask unrelated browser tabs, account menus, notifications, customer
    information, and credentials before attaching images or recordings.

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When and how to contact support

Use:

Include:

  • permanent .myshopify.com store domain

  • app environment, published theme, and affected page URL

  • Location ID and Delivery or Pickup Profile ID, when relevant

  • Shopify order number or product handle, when relevant

  • approximate occurrence time and time zone

  • browser and device

  • exact steps, expected result, and actual result

  • sanitized screenshots, recording, error text, and request/reference ID

  • live-store and customer impact, urgency, and any workaround

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