Support

Rarium turns your existing inventory into tiered mystery boxes. Buyers pull a real item, the odds are computed from your live pool, and every pull can be verified after the fact. If any part of that is not behaving, the fastest route to an answer is below.

Before You Write

Most questions are answered inside the app itself, and the answers there are specific to your store rather than generic:

• Setup Guide. Open Rarium in your Shopify admin and go to Help. It shows which setup steps are done and which are outstanding, checked against your actual store.
• Fairness. The Analytics section has a Fairness tab explaining how each draw is committed to before the order exists, and how a buyer can check their own pull.
• Changelog. Also under Help. If something changed yesterday, it is listed there.

What To Include

Sending these four things with the first message usually removes an entire round trip:

• Your myshopify.com domain, so we can find the right store.
• The name of the box involved, and the order number if a specific pull is the problem.
• What you expected to happen, and what happened instead.
• Whether you were in a normal or a private browser window. This matters more than it sounds: a box can show as unavailable in one browser profile and add to the cart perfectly in a private window, because the browser has cached an older market state for your store. If a box looks unavailable, try a private window before changing any inventory setting.

Reporting A Problem With A Pull

Every pull is recorded in an append-only audit log, together with the seed that produced it and a snapshot of the prize pool at that moment. That record cannot be edited, by us or by anyone else, which means a disputed pull can always be settled by evidence rather than by argument.

Send the order number and we will walk the record through with you. Buyers can check their own pull from the reveal page without going through you at all.

Billing

Subscriptions and charges are handled by Shopify, and appear on your regular Shopify invoice. Plan changes take effect immediately and are managed from the Plans page inside the app. For a billing question we cannot answer, Shopify support owns the charge itself.

Security

To report a security issue, email support@rariumboxes.com with “Security” in the subject line. Please do not open a public post about it before we have had a chance to respond.

Privacy

What the app stores, and what it deliberately does not, is set out on the privacy policy.