Mayra - Setup & Help Guide

Everything you need to set up and run Mayra (Order Edit & Upsell) on your Shopify store. Work through it top to bottom the first time; afterwards use it as a reference. Most settings live in Mayra > Settings.

1. What Mayra does

Mayra lets your customers edit their own orders after checkout - change quantities, swap variants, update the shipping address, add or remove items, and cancel - all inside their Shopify account, within rules you control. It settles any extra charge or refund through Shopify automatically, offers post-purchase upsells, and can offer store credit to keep a sale when a customer tries to cancel.

2. Requirements & how it works

• New customer accounts. Mayra runs inside Shopify's new customer accounts. Make sure your store uses new customer accounts (Settings > Customer accounts in your Shopify admin).
• Unfulfilled orders. Customers can only edit an order while it's still eligible - typically before it's fulfilled and within the edit window you set. Fulfilled, cancelled, or archived orders aren't editable.
• Payments stay with Shopify. When a change increases the total, Shopify sends the customer a separate invoice; when it lowers the total, Mayra issues a refund (or queues it for your approval). Mayra never handles card details.
• Fulfillment is protected. While a customer is editing, Mayra holds fulfillment so nothing ships mid-change, then releases the hold when the edit is done.

3. Quick start (5 steps)

• Turn on editing and choose your edit window (Settings > Customer portal).
• Choose what customers can change (Settings > Allowed customer actions).
• Set your refund handling (Settings > Settlement).
• Add the Mayra block to your Order status page (see section 11).
• (Optional) Turn on upsells and cancellation deflection.

The Home page shows a "Getting started" checklist that tracks these for you.

4. Turn on editing & the edit window

Settings > Customer portal:

• Let customers edit their own orders - the master on/off switch.
• Edit window - how long after checkout an order stays editable: 15 min, 30 min, 1/2/6/12/24 hours, or "Until it ships." Pick what matches your fulfillment speed.
• Show a countdown - displays a live "time left to edit" timer to customers (see section 12).

5. Choose what customers can change

Settings > Allowed customer actions. Turn on only what you're comfortable with:

• Change shipping address
• Increase quantity
• Decrease quantity / remove an item
• Swap variant (same product)
• Swap variant (any product)
• Add an item
• Cancel the order

Each toggle maps to a real capability in the customer's edit flow.

6. Restrictions (limit which orders qualify)

Settings > Restrictions - keep high-risk orders out of self-serve editing:

• Maximum order value eligible for self-edit - orders above this amount can't be self-edited (leave blank for no limit).
• Blocked product tags / collections - items with these can't be edited.
• Blocked customer tags - orders from these customers are ineligible.
• Blocked shipping countries - comma-separated country codes (e.g. US, CA).

7. Refunds & settlement

Settings > Settlement:

• Refund handling -
• *Auto-refund every time*: refunds process automatically (ignores the threshold).
• *Queue larger refunds for approval*: refunds at or below the threshold are automatic; larger ones wait for your approval.
• Refund approval threshold - used only with "Queue larger refunds." Leave blank to require approval for every refund.
• Balance-due window - how long a customer has to pay an extra balance before the edit reverts or is retained (your choice).
• Restock on removal - whether removed items return to inventory.

8. Approvals

When a change needs your sign-off (a refund above your threshold), Mayra holds the edit - nothing changes on the order and no refund is owed - and adds it to Approvals. Approve to apply the edit and process the refund; decline to leave the order untouched. The Home page shows a "Needs attention" count when approvals are waiting.

9. Post-purchase upsells

Settings > Upsell. Recommend relevant products in three places:

• In the edit flow - while the customer is editing.
• On the order status page - a "You might also like" strip.
• After a committed edit - a "Complete your order" strip.

Choose the product source (best sellers, related, a collection, or a manual list), the max number of products, and a minimum order value. Accepted upsells settle automatically with the order.

10. Cancellation deflection (store credit)

Settings > Cancellation deflection. When a customer tries to cancel, offer store credit to keep the order:

• Enable cancellation deflection.
• Store credit bonus (% of order value) - the offer size. On a $200 order, 10% = $20 credit. This must be above 0 or no offer appears.
• Monthly deflection budget - a hard cap on total credit issued per month (leave blank for no cap; 0 means no offers can be funded).
• Store credit expiry (days).

Customers pick a cancellation reason first (manage these in Reasons), then see the offer. Accepting keeps the order and locks it from further edits.

11. Add the Mayra block to your Order status page

The block is what customers actually see. To add it:

• Shopify admin > Settings > Checkout.
• Click Customize to open the Checkout & customer accounts editor.
• At the top, switch the page to Order status.
• In the Main section, click Add block and choose Mayra.
• Save.

The Home checklist marks this step done automatically the first time a customer opens an order status page with the block live.

12. Edit-window countdown

With "Show a countdown" on (section 4), customers see a live "Time left to edit: MM:SS" in the block, and the edit controls disappear when the window closes. For the "Until it ships" window there's no fixed timer.

13. Add editing to your confirmation email (optional)

Settings > Order confirmation email. Copy the generated HTML snippet and paste it into Shopify admin > Settings > Notifications > Order confirmation (Edit code), so customers get an "Edit your order" button right in their confirmation email. Re-copy it if you change your edit window.

14. Order receipt (optional)

Settings > Order document / receipt. When enabled, customers get a link to a printable, always-current receipt of their (post-edit) order. Set your business name, tax label, and footer here.

15. Branding

Settings > Branding. Set an accent colour and sender name so the customer experience matches your store.

16. Analytics - what the numbers mean

The Analytics page (and Home highlights) show, over your selected period:

• Orders edited - completed self-serve edits.
• Added revenue - extra charges collected from edits plus upsell revenue.
• Upsell revenue - from accepted post-purchase offers.
• Orders saved / saved value - cancellations kept via store credit, and their value.
• Estimated support tickets avoided - a *measured* count of self-serve edits x your assumptions (cost/time per ticket, deflection rate). It's always labelled an estimate; edit the assumptions in Settings > Support impact.

17. What your customers see

On their order in their account, an eligible customer sees a "Need to change your order?" block (and an "Edit order" action). They can edit items/address, add products, accept upsells, or start a cancellation - which may present a store-credit save offer. Extra charges are paid via a Shopify-emailed link; refunds are issued automatically or after your approval.

18. Notifications

Customer emails (order edited, refund issued, payment due) are sent natively by Shopify. For merchant alerts when an approval is waiting, you can build a free Shopify Flow workflow triggered by Mayra's "order edit approval needed" trigger.

19. Troubleshooting & FAQ

• The block isn't showing to customers. Confirm: editing is on; the order is unfulfilled and within the edit window; the order isn't blocked by a restriction (value cap, tag, country); and you added + saved the Mayra block on the Order status page.
• A refund processed automatically when I didn't expect it. Your Refund handling is set to *Auto-refund every time* (which ignores the threshold). Switch to *Queue larger refunds for approval*.
• No store-credit offer appears on cancel. Deflection is off, the store-credit % is 0/blank, or the monthly budget is 0. Set a bonus % above 0 and leave the budget blank.
• The "add block" step still shows To do. It completes the first time a customer opens an order status page with the block live - open one of your own orders to trigger it.
• Which orders are editable? Unfulfilled, un-cancelled orders within the edit window that pass your restrictions, with editing turned on.

20. Data, privacy & support

Mayra processes order data and customer name, email, and shipping address only to power these features, encrypts access tokens at rest, and honours Shopify's data-deletion requests. See our Privacy Policy for details.

Need help? Email Support@mayraapps.com with your store domain and (if relevant) an order number.