Support
We're here to help
Email us and a person reads it. Tell us your store domain and what you were doing when the problem showed up, and we can usually answer without a back and forth.
Get help
Contact us
Support runs on email. The address below is monitored by the team that builds the app.
support@zazema.com- First response
- Within 24 hours on weekdays, within 48 hours on weekends.
- Support hours
- Support is by email. Replies follow the response times above, in US Pacific time.
- What to include
- Your Shopify store domain, the screen or campaign involved, and an order number if the question is about a specific order. Screenshots help.
Common questions
Answers to the things we get asked most
How do points work?
Customers earn points on orders based on the earning rate and campaigns you set up. Points do not expire. When a customer redeems, the app creates a discount code for that redemption, and the code itself is short lived. The app shows the customer how long the code is good for.
How does a customer redeem points?
On the cart page or in the loyalty launcher, the customer chooses how many points to use and gets a discount code worth that amount. Applying the code takes them to checkout with the discount already on the order. In a store that uses Shopify POS, the customer gives the code at the register, and the cashier adds them to the sale and enters it with Apply discount. The points are held while the code is live and deducted once the order goes through. If the code is cancelled or expires after 24 hours, the hold is released and the points are available again.
Does it work in my physical store?
Yes, if you sell in person with Shopify POS (Lite or Pro). Other POS systems, such as Square, Clover or Lightspeed, are not supported, and there is nothing extra to install in POS. A customer earns when the cashier adds them to the sale by email before payment. If the email is added on the receipt screen, the points follow about 15 minutes later. A customer added by phone or by name only does not earn. To redeem, the cashier adds the customer, then enters their reward code with Apply discount; staff need Shopify's Apply discount codes permission. Returns at the till follow the same rules as online.
What happens if I uninstall the app?
Uninstalling from your Shopify admin stops the app from processing new orders for your store right away. Shopify notifies us of the uninstall and we act on it. If you want your store and customer data deleted, email support@zazema.com and we will handle it under the app privacy policy.
Does AI decide what a customer gets paid?
No. AI drafts your program and suggests changes, you approve them, and fixed rules do the paying. Every payout follows the rules you approved, so the same order always produces the same result.
What does it cost?
Plans start at $9 a month for 200 orders, and every plan starts with a 30-day free trial. Stores that install by March 31, 2027 are free until that date, then 50% off for life. Every feature is on every plan. No card is needed: charges appear on your Shopify bill.
Company
Who you are dealing with
Zazema Inc. builds and operates the Zazema loyalty app.
Registered address: 8334 Clairemont Mesa Blvd, Unit 101 #1191, San Diego, CA 92111, United StatesSupport: support@zazema.com · Privacy: privacy@zazema.com