Help & support
Answers first, a person second. Most questions are settled on this page; the rest reach a human either way.
Email the support desk
sunny@kayease.comA person reads every message, from any address. If Retrace is installed, mention your store's .myshopify.com domain so we look at the right one.
Typically replies in
one business day
Mon – FriInstalled already? Open Retrace from your Shopify admin under Apps, then choose Support. A request raised there arrives with your store attached, and the reply appears in the same place.
Log in with ShopifyGetting started
Three steps. Only the last one writes anything to your store, and it asks first.
- 1
Install from the Shopify App Store
Retrace connects through Shopify and queues its first backup the moment you install. It usually takes a few minutes, and you can keep working while it runs.
- 2
Retrace keeps saving
Daily by default while the connection to Shopify is healthy. Product edits are captured within seconds; everything else on the next backup.
- 3
Preview, then put it back
Pick a saved copy and see exactly what would change. Nothing is written until you confirm the preview — and you can walk away instead.
What Retrace saves
The parts of a store, as the Backups screen offers them. The tag on each says what a restore can do about it.
- ProductsRestorable
Products with their options, prices, images and stock settings.
- CollectionsRestorable
Both the hand-picked ones and the automatic ones, with their rules.
- PagesRestorable
Your About, Contact and every other standalone page.
- Blogs and postsRestorable
Every blog and the posts inside it. Kept together on purpose.
- Navigation menusRestorable
Your main menu, footer menu and any other menu you have built.
- ThemesRestorable with permission
The published theme and the ones you keep beside it.
- Theme settingsRestorable with permission
What you chose in the theme editor — colours, fonts, and the sections on each page.
- Custom dataEntries restorable
Your own content types and the entries you have made from them.
- Store settingsSaved to read and export
Store details, address, currency and where you sell.
- CustomersAwaiting Shopify approval
Customer records, where Shopify has granted access to them.
- OrdersSaved to read and export
Orders with their line items, totals and refunds.
- Orders cover the last 60 days. Shopify does not let an app read older orders without a separate approval Retrace has not requested.
- Customers are not saved yet. Shopify's protected customer data approval has not been granted, so nothing is stored — and the app says so rather than showing a zero.
What comes back
A restore is a preview you confirm. Until you do, nothing is written.
Retrace writes back products, collections, pages, blogs, blog posts, navigation menus and custom content entries. Products go back field by field, images included, and every restore shows you exactly what would change before it changes.
With Shopify's permission
Theme files and theme settings can be written back too, where Shopify grants the app permission to write themes.
Theme files need a permission Shopify grants to the app itself, and it has not granted this one — but you can lend Retrace a credential of your own that is allowed to write themes, in Settings → Theme restore. It takes about two minutes and installs nothing. Until then a theme stays captured, diffable and downloadable, and you can upload the copy yourself in Online Store → Themes. Images and fonts inside a theme are never written back: they are recorded by fingerprint, not stored.
Never written back
These are saved to read, compare and export. Each refusal is deliberate, and none of them is coming later.
- Orders
- Orders can never be restored. Restoring an order would create a fake financial record. Orders are captured for reference and export only.
- Store settings
- Store settings cannot be written back by any app: Shopify's API can read your shop's name, address, currency, timezone and tax settings but not change them — only a person in the Shopify admin can. Retrace shows you exactly what changed and when, so you can set it back yourself.
- Sales channels
- Sales channels are not something an app can put back. A channel exists because an app is installed on your store, so restoring one would mean reinstalling that app — which is yours to do, in your admin. Retrace records which channels existed so you can see what changed.
- Custom content structure
- The structure behind your custom content — the fields each entry has — is deliberately never written back. A definition describes every entry in your store at once, so changing it can invalidate live data in ways a per-entry preview cannot show. The entries themselves restore normally.
- Customers
- Customers are not captured yet: Shopify treats customer records as protected data and gates them behind an approval this app has requested. There is nothing saved to put back, and that is Shopify's rule rather than a gap in Retrace.
Frequently asked questions
The answer is in the first line. Open one for the why.
How quickly are changes captured?Product changes within seconds. Everything else on your backup schedule.
Pages, blogs, menus and collection rules are saved by the scheduled backup, so how often that runs is the real guarantee. Inside the app, Backup checks shows the state of every kind of data.
What can Retrace put back?Products, collections, pages, blogs, blog posts, navigation menus and custom content entries — always previewed first.
Products go back field by field, images included. So can theme files and theme settings, once Shopify grants the app permission to write themes. Stock levels and store settings are never written back: the first would undo real sales, and Shopify lets no app change the second. What never comes back, and why
What about orders and customers?Orders are saved to read, never restored. Customers await Shopify approval.
Recreating a deleted order would invent a financial record that never happened, so orders are kept for reference and export only. Customers are saved once Shopify approves this app's protected data request; until then nothing is stored, and the app says so rather than showing a zero.
Are my themes covered?Code files yes. Images and fonts are tracked by fingerprint, not stored.
The change feed names the exact file that changed. Restoring never changes which theme is published, and a deleted theme cannot be rebuilt — duplicate one first, then restore onto it.
Is my data secure?Encrypted with a key that belongs to your store alone.
Nobody — including other stores using Retrace — can read your data without your store's key. You sign in with Shopify, so Retrace never sees a password either.
How is Retrace billed?Through Shopify, on your regular Shopify bill.
Plans are chosen inside the app after you install, and Shopify charges them like any other app subscription. Retrace never sees a card number.
Where is my data held?In encrypted object storage we operate. The Data Processing Agreement lists every provider and region.
The agreement names who hosts the service, where the encrypted copies sit, and every sub-processor that touches them. Read the Data Processing Agreement
What happens if I uninstall?Your history is kept, so reinstalling picks up where you left off.
If you want it gone instead, full erasure follows Shopify's GDPR process automatically.
Documents
The agreements behind the product, published in full.