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Purple Dot Platform Support

We have several ways to reach out to our support team to assist you with any queries you have. Here&apos;s how you can contact us:&#xA0;- Slack, our team sets you up with a dedicated Slack channel while onboarding.&#xA0;- The Purple Dot dashboard,&#xA0;in our dashboard you can click &quot;Chat with us&quot; to directly contact support. &#xA0;<img src="https://attachments.gorgias.help/Oro0V7L0kw79d83N/hc/qgaXzxaKYN2vDWOp/2024071715-bb2013dc-a1b9-4976-989b-5813ec75ed5f-9439bb6a-c867-47ae-94b9-63ccfcb42651.png" style="width: 600px;" class="fr-fic fr-dib">- Email, you can send your query via email to <a data-fr-linked="true" href="mailto:support@getpurpledot.com">support@getpurpledot.com</a>.&#xA0; Note: We have a great FAQ <a href="https://purple-dot-platform.gorgias.help/en-US">here</a>, which contains lots of great information on Purple Dot.&#xA0;

We have several ways to reach out to our support team to assist you with any queries you have. Here's how you can contact us:. - Slack, our team sets you up with a dedicated Slack channel while onboarding. - The Purple Dot dashboard, in our dashboard

How do I contact support?

Customer Experience

How do I set up a waitlist?

How do I pause a waitlist?

My stock is further delayed, what do I do?

I need to change the amount of stock I have available for pre-order?

I’m ready to export a waitlist to Shopify, how do I do this?

How do pre-orders affect my inventory in Shopify?

What do the different waitlist statuses mean?

Only one pre-order item is ready to be exported, can I split the pre-orders?

With auto-exports, do my waitlists pause when stock arrives?

How do I use Waitlist Releases?

Can my orders automatically export when the stock arrives?

Can I use Waitlist Releases to set different ship dates on my product variants/SKUs?

Can I align my automatic exports to match when my Shopify inventory syncs?

Do I still need to close out waitlists if I use export automation?

How do I bulk edit waitlists?

If I click the "add future discount" box when adjusting a waitlist's expected ship date, how does this work?

If there's a warehouse delay, can I update the Timed Export setting same day?

Purchase Order Upload

What tags does Purple Dot apply that we can use for our online store?

How do I bulk upload waitlists?

Managing your waitlists

How can I tell if an order is a pre-order?

How can I cancel a customer’s pre-order?

A customer wants to change their pre-order item, how do I do this?

The item was shipped and it has been returned, how do we refund it?

How can I change a customer’s shipping address or email?

Are PD pre-order and the exported Shopify order numbers the same?

A customer has requested a different variant/SKU of the product after we exported the order. Is this possible?

Can I export a single pre-order or multiple single pre-orders?

If I have to cancel / close a waitlist does it cancel the line items of that product or the entire pre-order of the shopper?

If we schedule a waitlist what does the shopper see?

Managing Pre-orders / Cancellations & Refunds:

Setting up your shipping rates

Check your tax zones

Can I use calculated shipping rates?

Can I use weight based shipping rates?

I want to give customers the choice ship their mixed cart together

Can I set conditional shipping rates by shipment rather than total value of the cart?

I only want to offer free shipping IF they also purchase an in-stock item

As a US company we need to add Purple Dot as a vendor. How do we do this?

How do I customize the shipping configurations available to shoppers?

How do our manual rates work?

How Purple Dot’s separate checkout works with Avalara

I want certain items not to ship separate from their pre-orders

Shipping & Taxes

Connect your bank account

How do I enable deposits/split payments?

Can we allow the use of discount codes?

Do you support affiliate tracking?

Do you have gift card support?

When am I invoiced vs when am I paid out?

For pre-orders, can a shopper use gift cards and discount codes on the same order?

How do I update my bank account?

What happens if I issue a partial refund and the shopper used a gift card?

Why do I see a debit on my bank account for orders refunded in Shopify?

What makes up the "Held balance" total on the finance page?

When do I receive payouts?

What does the Statement section of the Finances page show me?

What do “Upcoming payouts” include on the Finances page?

What’s the difference between “Upcoming payouts” and “in-transit” payouts?

I am using Purple Dot’s Paypal integration. Are these funds included in the Finance tab of your dashboard?

Why doesn’t the latest “Closing balance” match the current “Held balance”?

Why is my “Upcoming payouts” figure negative?

What does the “currency exchange” line represent in my statement?

Are the total “Payments received” the same as my total gross sales for that time period?

I have multiple stores that are using Purple Dot. Which are included in my Finances figures?

How does Purple Dot handle fraudulent transactions?

If I have an existing Stripe account that I connect for Purple Dot, where do I see the transactions?

Finance & Payments

Payments, Discounts & Finances

I want to connect Purple Dot with Klaviyo

We closely monitor “Reached checkout” conversion metric. Are orders placed through your checkout included in that Shopify metric? If not, is there a way to include them to make our conversion data more accurate?

Can I change the language of the emails and checkout?

Can I customize the emails?

How do I change our reply-to email address?

Can I turn off Purple Dot abandoned cart emails?

How do I give access to the Purple Dot Dashboard?

Can I remove "Pre-order protected by Purple Dot?"

I want to connect Purple Dot with Attentive

How do I turn on Tracking and Analytics for Purple Dot?

How do I find pre-orders in Google Analytics?

We have some previous customers that are not able to checkout with us due to fraud concerns. How does this work with Purple Dot?

How do I automate the publishing of my sales channels for pre-orders?

I want to connect Purple Dot with Ometria

I want to connect Purple Dot with Braze

Preferred/Earliest Fulfilment Date

What is the "Purple Dot Virtual Location"?

How to enable Smart Cart

How does Purple Dot's Attentive integration work?

Checking/Enabling fulfillment locations

What are user roles?

How can I make a gift with purchase product work with Purple Dot?

Features, Emails, Integrations & Support

Sales Report

I need a payout report for reconciliation. Where do I find this?

Is there a report for waitlist performance?

How do I determine the sales of just pre-order products?

How do we get our pre-order download report into one currency?

For brands that charge at shipment, when does the GMV count towards their package?

Pre-order Report: Can I download a report of all pre-orders?

Pre-order Report: Why do the order totals only show on a single row?

Pre-order Report: How do I analyze if we're meeting our estimated ship dates?

Pre-order Report: How do a I download a subset of pre-order?

Pre-order Report: Why do I have multiple shipping rates for an order?

Pre-order Report

Reporting & Statistics

How does a Customer make a pre-order?

What does a Customer receive when they place their order?

What emails does a customer receive in their full pre-order journey?

Is our checkout ADA compliant?

How does Purple Dot integrate with my WMS/ERP?

Integrations

My exports are failing. What's wrong?

I need to turn off Purple Dot completely from my store

I'm getting an error message when I try to set up a waitlist in multiple stores.

When we try to checkout with a pre-order item, it redirects to to the homepage. How can I fix this?

Something is not working?!

Suggested Updates to Static Pages

About Purple Dot / FAQ

Resources

How do I contact support?Updated 2 days ago