Tikra help

Plans, trial, order limits and billing

Names in bold such as Home, Orders, Platforms, Events, Incidents, Billing and Help are pages and buttons of the Tikra app. You open it from Apps in your Shopify admin.

Tikra is billed through Shopify, on your Shopify invoice. A new Shopify store starts on the free diagnosis, without a plan and without charge. The 14-day free trial starts when you choose your first plan. The current plans, prices and order limits for server-side tracking for Shopify are always on the Billing page in the app.

Plans

The Billing page shows these plans:

• Today you can connect Meta and Google Analytics 4. Google Ads, TikTok, Pinterest and Snapchat are not offered yet; the Platforms and Billing pages show only what you can use today.
• Yearly billing is 15 % off twelve monthly payments: €816 for Start, €1,938 for Core and €5,089.80 for Full (the same numbers in dollars).
• Shopify charges in euro when your Shopify bill is in euro, and in US dollars otherwise.
• Prices do not include taxes. Shopify adds the taxes that apply on your Shopify invoice.

The free diagnosis

• Installing Tikra starts the free diagnosis. Home shows what is wrong with your store's tracking. The diagnosis stays free, and we check again every week.
• You can connect the offered platforms (today Meta and Google Analytics 4) for the free check. Tikra sends none of your orders to your platforms, not even as test events. Sending starts when you choose a plan.
• For each order paid on the free diagnosis Tikra keeps only what the diagnosis needs: the order's ID and number, payment time and amounts, whether it is a test order, whether the buyer is in the EEA, the UK or Switzerland, and your customer's consent choice. It deletes them 30 days after payment. With a plan, Tikra stores and sends the orders paid from then on. Orders paid on the free diagnosis are not sent later.
• Billing shows Plan: None yet and Status: Free diagnosis, with the sentence "Tikra checks your tracking and sends none of your orders to your platforms.", and the plans.
• The 97 % check, the 12-hour guarantee and charges for extra orders start with a plan.
• The first time the diagnosis finds a problem, Home shows an offer: free setup by our team, and a discount on your first monthly payments, if you choose a plan before the offer ends. Home and Billing show the date and time it ends. To hide the offer, click Dismiss under it on Home. It then leaves Home and Billing. Its terms still apply to a plan you choose before it ends, and Billing still shows the offer prices until then. Tikra does not send emails about the offer or a weekly summary yet. When it does, we email the addresses on the Account page only if they have opted in to these emails (see Notifications and contacts), each of these emails has a link to a page where one click stops them, and the offer emails stop when you click Dismiss.

Your free trial

• The trial starts when you choose your first plan and lasts 14 days. Shopify charges nothing until the trial ends. Each store gets one trial: subscribing again does not start a new one. When you uninstall the app, your store's records are deleted at once, including the record of its trial, so a store that installs the app again starts as a new store.
• Billing shows Status: Free trial and the date the trial ends.
• If your subscription ends, during the trial or later, your store goes back to the free diagnosis: Tikra no longer sends your orders to your platforms, and every platform goes back to the check before sending. When a trial ends without a plan, Home says "Your free trial has ended and no plan is active, so orders are no longer sent to your platforms. The free diagnosis goes on. Choose a plan on the Billing page to send orders again."
• A store that subscribed and cancelled during this installation gets no second trial. When you choose a plan again, Billing says "Your free trial was used. Billing starts when you approve the plan in Shopify." instead of counting days left. If Tikra cannot tell from its own records whether the trial was used, it keeps the usual trial text, and Shopify shows the final terms on its approval page.

Choose a plan

1. Go to Billing.
2. Under Billing period, choose Monthly or Yearly (15 % off). Each plan card also shows its yearly price. When your diagnosis names a plan, that plan has the badge Recommended.
3. Click Choose and the plan name, for example Choose Core.
4. Shopify opens its page to approve the app charge. Approve it there.
5. Shopify brings you back to Tikra. On the Billing page, your plan now has the badge Your plan.

The plan buttons show only for logins that can change settings. In the Shopify admin, Shopify's own permission to approve app charges decides who can subscribe.

Order limits and extra orders

• Each plan includes a number of paid online orders per calendar month, counted in UTC. Test orders do not count, and neither do orders that were not placed online (point of sale sales, draft orders marked as paid, subscription renewals, and orders other apps or marketplaces create), which Tikra does not send.
• Billing shows "Orders this month:" with the number used and the number included.
• Tikra never stops or slows down tracking when you go over the limit.
• Home shows a notice when you reach 80 % of the limit, and another when you go over it.
• Above the limit, each started block of 3,000 paid online orders costs €49 or $49. Billing shows "Extra blocks of 3,000 orders this month:" with the number of blocks.
• On monthly plans, Shopify charges these blocks as usage charges, up to a cap per 30-day billing cycle that you approve when you subscribe. Shopify shows the cap on its approval page.
• Shopify allows usage charges on monthly plans only.
• Orders paid during your free trial are never charged as extra blocks.

Change your plan

1. Go to Billing.
2. Click Switch to and the plan name.
3. Approve the new charge in Shopify.

The new plan and its price start as soon as you approve the charge:

• During your free trial, the trial goes on and nothing is charged before it ends.
• Otherwise, for the rest of the current billing cycle, Shopify charges the difference when the new price is higher and gives a credit for it when the new price is lower.
• A move from a yearly plan to a cheaper yearly plan or to monthly billing starts at your next billing date instead.

The Billing page says the same above the plans.

A smaller plan must cover the platforms you have connected. If it does not, Tikra asks you to disconnect the extra platforms first: "The Start plan does not cover every connected platform. Disconnect the extra ones first." If your plan and your platforms ever do not match, Billing shows "Your plan does not cover all connected platforms".

Billing statuses

A plan by agreement

Some stores, for example pilot stores on their own Tikra app, get their plan by a written agreement with us instead of a subscription.

• Billing shows the plan and "By agreement until" with the date and time it ends. There are no plan buttons and no offer: our team changes the plan with you.
• Seven days before the end, Home shows a notice and we email the addresses on the Account page once (see Notifications and contacts).
• When the date passes and no other plan runs, the store is Paused: Tikra still receives and stores your orders but sends none of them to your platforms. Sending starts again when a plan runs. Online orders held when the plan ended go out on their own if they are less than a day old; older ones you send from Send orders again on the Platforms page (up to 7 days after payment, as far as each platform still accepts them), or email support@tikratracking.com about them. Email the same address to continue.
• Extra blocks of orders and the free month from the guarantee go on our invoice under the agreement. A plan by agreement without a monthly fee is extended by 30 days instead, once per incident and at most once per calendar month, and Billing shows the new end date.

Cancel

Shopify stores

1. Go to Billing.
2. Click Cancel plan at the bottom. The sentence under it says what happens to your plan.
3. Read what happens, then confirm with the same button. Keep my plan closes the step and changes nothing.

What happens depends on your plan:

• Monthly plan. The plan stays active until about the end of the billing period you already paid for. Shopify does not bill another period. Orders above your plan that month are still billed. After that, your store goes back to the free diagnosis, or is paused if it did not start on the free diagnosis.
• During the free trial. The plan ends at once and nothing is charged. A store that did not start on the free diagnosis keeps its trial window until the trial would have ended.
• Yearly plan. The plan ends at once. You can ask for a refund of the days you have not used, on a monthly or a yearly plan: write to support@tikratracking.com. The refund is the fee you paid for the current period, in proportion to the whole days left on the day your plan stopped, minus charges for orders above your plan's limit not yet billed (Terms of Service, section 13.2).

In the last two hours of a billing period, or if Shopify could not collect your last bill, the plan ends at once.

Until a monthly plan ends, Billing shows "Your plan ends on" and the date, and orders are sent to your platforms as before. Keep my plan there takes the cancellation back. It works until two hours before the end.

Uninstalling Tikra from your Shopify admin also cancels the plan. Tikra stops at once and deletes your store's records. How we delete your store's data after that is in our Privacy Policy.

Stores billed through Stripe

1. Go to Billing.
2. Click Manage billing (card, invoices, cancel). It opens Stripe's customer portal.
3. Cancel the plan there.

A cancellation in the portal runs to the end of the current period, or of the trial. Billing then shows "Your plan ends on" and the date. To keep the plan, open Manage billing (card, invoices, cancel) again and renew it in the portal. You can also cancel by email to support@tikratracking.com with your store address.

The free month from the guarantee

If Tikra takes more than 12 hours to fix an incident, you get one month of your plan fee as a credit (a Shopify app credit, or a credit on your Stripe account), or a 30-day trial extension during your trial. At most one free month per calendar month. See How the 97 % check and the 12-hour guarantee work.

WooCommerce stores

WooCommerce stores have no free diagnosis: their 14-day free trial starts when we set up the store. They pay through Stripe, by card or SEPA Direct Debit. We are not registered for VAT and charge no VAT (Terms of Service, section 5.6). Choosing a plan on the Billing page opens Stripe's payment page. To change a running plan, Switch to opens Stripe's confirmation page, which shows the new price and any amount due now before you confirm. The new plan starts when you confirm it.

Removing the plugin does not cancel your plan. If you pay through Stripe, the store owner opens Billing and clicks Manage billing (card, invoices, cancel). Otherwise email support@tikratracking.com with your store address. If the plugin sends us nothing for 3 days, we email the addresses on the Account page once (see Notifications and contacts).

Still stuck? Email support@tikratracking.com with your store address.