Set it up correctly in an afternoon
Four things change every date the system produces. Do those first, in order, and the rest can wait.
1 · Approve a calendar
Fifteen business days is not fifteen days. Until you approve one, deadlines are calculated without your holidays - and the app labels them as such.
2 · Register channels
Every inbox, form, phone line and retailer address. The app reports which kinds have nothing registered. Those are your blind spots.
3 · Add people and roles
Administering and approving are different powers. Whoever set up your Shopify store is not automatically a reviewer.
4 · Publish your form
A branded public page. Put the link in your product footer, packing slip and support auto-reply.
Day 0, and why a person confirms it
The clock starts when the minimum information is known to your responsible person - not when a free-text email arrives. The app assesses completeness and suggests that Day 0 looks reachable. An authorised person confirms it.
Software setting Day 0 on its own would be software making a regulatory determination. That is not a feature we have chosen to leave out; it is a line the product does not cross.
Roles, in a team of three
Ten roles. In a small brand one person may legitimately hold several - that is allowed, and the audit trail shows it plainly rather than pretending otherwise. What is not allowed is approving your own decision. The app refuses it, and so does the database.
Bringing your history in
Import from a spreadsheet under Import & export. One rule dominates it:
A row without a readable received date is rejected rather than dated today. Stamping today on two years of history would make every imported case look as though it were still inside its deadline - including the ones that were late. Cases that were already overdue arrive marked overdue.
Check the file first. The preview shows exactly what would be written, what would be rejected, and why. Nothing is saved until you say so.
If the app is unavailable
Your deadline does not pause because our software is down. Your SOP for system unavailability - SOP-010, included in onboarding - is the fallback: record on paper, and transcribe with the original dates when service returns. We are deliberately never your only route to meeting an obligation.