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Help & Support

Get help with your Fincile account and audits.

Contact Support

Email our team with your question. Include your store domain and audit run ID if relevant.

Email support@getfincile.com →

Setup Guides

Step-by-step instructions for common tasks.

Connect your Shopify store
Install the app and complete the OAuth flow from your Shopify admin.
Run your first audit
Go to New Audit and click Run Revenue Audit. Fincile auto-syncs your Shopify orders.
Connect Stripe or PayPal for live sync
Go to Settings → Payment Gateways and enter your Stripe Secret Key (sk_live_...) or PayPal Client ID and Secret. Once connected, Fincile will pull data automatically on your next audit run — no CSV export needed.
Use CSV import (all gateways)
In New Audit → Manual CSV Import, upload your Shopify orders export and your gateway settlement CSV.
Export your findings
Open any audit report and click Export CSV to download all exceptions.
Upgrade your plan
Go to Billing, choose a plan, and approve the charge in Shopify.
Cancel your subscription
Go to Billing → Current Plan → Cancel subscription.

Before You Contact Us

  • Confirm your Shopify orders export is a CSV from Shopify Admin → Orders → Export.
  • Confirm your gateway export includes order references and transaction amounts.
  • Include your store domain and audit run ID in your support email.
  • For billing questions, check your Shopify Admin → Apps → Fincile → Billing first.

Data Security & Privacy

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Data storage
All merchant data is stored in Cloudflare's global infrastructure. Order and transaction records are encrypted at rest and in transit using TLS 1.2+.
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Credentials
Gateway API keys (Stripe, PayPal) are encrypted before storage using AES-256. Your Shopify access token is stored securely server-side so Fincile can sync your orders automatically — it is never exposed to the browser or included in any API response.
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GDPR
Fincile processes order data solely to perform reconciliation on your behalf. You can request full data deletion at any time by emailing support@getfincile.com. We comply with Shopify's GDPR mandatory webhooks.
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Data retention
Audit history is retained according to your plan: 3 months on Starter, 12 months on Growth, unlimited on Scale+. Downgrading your plan does not immediately delete data — you have 30 days to export before older records are removed.

API Documentation

The Fincile REST API is available on Enterprise+ plans. Your API key is in Settings.

GET /api/v1/runs — list all audit runsGET /api/v1/runs/:id — get run detail and reportGET /api/v1/exceptions?status=&category= — list exceptionsPATCH /api/v1/exceptions/:id — update exception status

Authorization: Authorization: Bearer <your-api-key>