Support
Search for your question or browse by topic. If you do not find the answer, at the bottom you will find how to write to us.
I bought from a store
An order has not arrived, or arrived wrong
This cannot be resolved at holdmark. holdmark sells nothing, handles no orders and cannot see yours.
Write to the store where you bought. If it does not reply or does not resolve it, your bank and your payment gateway have a dispute process — and those disputes are precisely what holdmark measures and publishes.
What is holdmark and why does it appear in the store where I bought?
It is a public registry of facts about online stores. The store installs an app that allows a specific set of data to be read —deliveries, disputes, refunds— and holdmark calculates and publishes it under the same rules for every store.
A store cannot edit its record or pay to look better. How every figure is calculated.
You sent me an email with two questions, is it genuine?
Yes, if you bought from a registered store and your order was delivered a few days ago. There are two questions: whether you received the order and whether it matched the description.
No personal data is requested, there is no sign-up and you cannot answer twice. Answers are published as totals, never one by one.
I do not want you to write to me again
Reply to that same email saying so and you will not be written to again. No explanation and no data are needed.
What data of mine do you hold?
To write to you, your email address is used at the moment of sending and is not stored. What remains is whether you answered and what you answered, with nothing that identifies you.
The full details are in the privacy policy.
The app in my store
What does the app read, and what does it not read?
It reads orders, shipments, disputes and refunds. It does not read your catalogue, your cost prices, your suppliers or your campaigns.
The full list of fields is in the methodology and it is the same for every store.
Do you write to my customers?
Only if you turn it on, and only to someone who received their order a few days ago. Two questions, with no sign-up and no data requested.
Until you turn it on, not a single email goes out.
How do I turn on the buyer questions?
Today it is turned on by hand: write to us and we will enable it the same day. There is no switch in the dashboard yet.
Only orders delivered from the day it is turned on count. Earlier purchases are never written to.
Do I have to connect my carrier?
No. holdmark checks the tracking on its own using the shipment number already on the order.
How do I uninstall, and what happens to my record?
You uninstall it from the Shopify dashboard, without asking permission and without talking to anyone. As soon as you do, holdmark loses access and stops reading anything from your store.
The record that was already published is not deleted. It stays as it was and stops being updated, with the date of the last update in plain sight, so that anyone can see that it is old. If you want it taken down, write to us.
My record
My record says «not enough data»
Every figure has a published minimum. Below that minimum no number is published: it says there is not enough data, and why.
It is not a bad grade: it is the difference between not knowing and knowing that something is wrong. The minimums are in the methodology, each one with the date on which it was set.
I think a figure is calculated wrong
Send us three things and the calculation will be reviewed:
- The store's domain.
- Which figure you believe is wrong.
- The specific order or period.
You will get an answer with the calculation in front of you, step by step.
What we do not do is change a figure because someone dislikes it. The rules are the same for every store, and every time one changes it is recorded with its date and its reason.
Are my sales published?
No. How much you sell, how much you invoice, which countries you sell in and your products are never published. Proportions and times are published, never volumes.
Does paying change what gets published about my store?
No. The figures are the same on the free plan and on the paid plan, and they are calculated in the same way.
How often is it updated?
Once a day, in the early hours. Every record carries the date of its last update.
There is no answer with those words. Try another one, or write to us directly: it is right below.
If you did not find the answer
Write to us and you will get a reply on working days. If it affects what is published about your store, sooner.