Pairwise support

What Pairwise does

Pairwise prepares add-on suggestions from selected products in your catalogue, their descriptions, and text from pages linked in those descriptions. When you start a scan, selected catalogue and source text is sent to OpenAI for analysis. Review the suggested products, variants, and sources before publishing.

Discounts are optional for supported offers and off by default. No shopper chatbot.

Where offers show

Pairwise can show add-ons on supported product pages, cart pages, and these cart surfaces when the theme and offer format support them:

• Horizon 4.2 or newer: cart drawer
• Dawn 15.5 and 16: cart drawer and “Added to cart” pop-up
• Focal 13: cart drawer

For an offer to appear, its placement must be selected, the theme and offer format must be supported, the Pairwise app embed must be switched on in the theme editor, and the offer must be enabled and published.

Horizon is the theme checked with the current public app. Check your Dawn or Focal version and preview its setup before publishing offers. Contact us if it is unclear.

Add your theme

If your theme is not listed or Pairwise holds an offer, ask us to review your theme and setup before publishing.

Ask us to review your theme: support@pairwiseaddons.com

Pause and remove

• Pause add-ons in the Pairwise app to stop them showing.
• Switch the Pairwise app embed off in the theme editor (Online Store, Themes, Customize, App embeds).
• Uninstalling suspends Pairwise access. Pairwise holds your saved workspace for verified reconnection during Shopify's 48-hour reinstall window.
• Separately, when Shopify sends its signed store-data deletion request, Pairwise starts local cleanup of the saved workspace, publication backups, Shopify credentials, and enrollment data. Lifecycle or accounting records and provider logs or snapshots may remain; Pairwise cannot promise immediate or complete deletion from those provider records.

If you connect order history, Pairwise processes a bounded 30-day window of order lines (up to 2,000 recent orders and 50 lines per order) in memory to calculate aggregate product and pair totals. The order rows and baskets are not retained or sent to OpenAI. The query does not select order IDs or customer names, emails, addresses, phone numbers, or notes; those identifiers and details are not stored.

Contact

support@pairwiseaddons.com. We monitor this inbox Monday to Friday and aim to send a first reply within one business day. This is a first-response aim, not a promise to resolve your issue within that time.