Support
Help with the planner, the stores, and the account.
Connecting a store, getting orders in, running a route, or closing the account. Support is by email, and a person on the team reads every message.
Back to homeHow to reach us
Send the store name, what you were doing, and what you expected to happen. If an order did not come in, include the order number.
We reply by email, usually within 1 business day.
Include this
- The store domain, for example your-store.myshopify.com.
- What you were doing, and what you expected to happen.
- The order number, if an order did not come in.
What we can help with
What the planner actually does, and what to check when something does not show up.
Getting orders onto a route
Upload a CSV, an Excel file, or JSON, paste a list, or drop the points on the map. A messy export can go through Smart Import: it reads the rows and turns each address into a stop. A Google sheet, your own endpoint, or a connected store land in the same tray. Bringing orders in does not spend a run.
Mercado Libre, Shopify, and Tiendanube
In your account, open Integrations, pick the store, and approve the app in the store admin. We ask for permission to read orders. Without that approval the orders cannot come in. Once the store shows as connected, new ones start arriving. Connecting does not build a route by itself: you choose which orders go into the plan, or an automation takes them.
An order that never arrives
The connection has to be active. If the store card shows as stopped, connect it again from the same screen. An order with no clear shipping address is flagged in the tray for you to review. We do not place it on the map with an invented coordinate. If it is still missing, write to us with the store domain and the order number.
What a run costs
Pulling orders does not spend a run. Optimizing does: it uses stops from the month's allowance, and Vepathos shows that cost before it asks you to confirm. A run that fails, or that you cancel, deducts nothing. You can optimize the same plan again, and each run stays in history with what you sent. Plans and limits are on the pricing page.
The copilot and automations
T-P4T0 works on your account: your plans, your fleet, your orders. Send the whole job in one message, or let it walk you through one question at a time. It asks before spending a run, and it does not invent an address. An automation can take orders from the tray and run a plan you already saved, on the days you chose.
Billing and the API
The subscription is managed in the dashboard, through Stripe. We do not charge inside Shopify, Mercado Libre, or Tiendanube. Prices, what each plan includes, and what counts as a stop are on the pricing page. API keys and usage are in the dashboard after you sign in. An assistant connects through MCP.
If orders do not come in
Sign in and open Integrations. The store card has to say it is connected.
If it shows as stopped, connect it again and approve the app in the store admin.
Open the order in the store and confirm it has a shipping address. Without one, it stays in the tray for review.
If it is still missing, write to us with the store domain, what you were doing, and the order number.
Disconnect, or close the account
Leaving a store and leaving Vepathos are two different things.
Disconnect a store
In Vepathos: Integrations, the store card, Disconnect. We stop reading new orders. Routes you already built stay until you delete them. In Shopify: Settings, Apps and sales channels, Vepathos, Uninstall. That revokes the app's access. Mercado Libre and Tiendanube disconnect from the same store card.
IntegrationsClose the Vepathos account
Email support@vepathos.com from the address on the account and say you want it closed. We do that from the email. What we keep, and for how long, is in the privacy policy. The terms of service cover the subscription.
Privacy policy
Frequently asked questions
- How do I contact support?
- Email support@vepathos.com, or use the form on this page. Send the store name, what you were doing, and what you expected. We reply by email, usually within 1 business day.
- Which stores can I connect?
- Mercado Libre, Shopify, and Tiendanube, from Integrations. Anything else comes in through your own endpoint, a spreadsheet, or a file.
- Can Vepathos change orders in my store?
- We ask for permission to read. We read the address and what the route needs. What happens after that stays in Vepathos.
- Why was an order left off the map?
- An order with no clear shipping address is flagged in the tray for you to review. We do not place it with an invented coordinate.
- Does importing orders use up my plan?
- No. Bringing orders in does not spend a run. Optimizing does, and you see the cost before you confirm. A run that fails, or that you cancel, deducts nothing.
- Where do I pay?
- In the dashboard, through Stripe, not inside the store. The plans and what each one includes are on the pricing page. API keys and usage are in the dashboard after you sign in. The steps to connect an assistant are on the MCP page.
- How do I disconnect a store or uninstall the app?
- In Vepathos: Integrations, the store card, Disconnect. New orders stop, and routes you already built stay until you delete them. In Shopify: Settings, Apps and sales channels, Vepathos, Uninstall. That revokes the app's access to the store.
- How do I close my Vepathos account?
- Email support@vepathos.com from the address on the account. We close it from there. What we keep and what we delete is in the privacy policy.
Still stuck?
Write with the store name and what you expected to happen. We reply by email, usually within 1 business day.