How can we help?

How do I install MerchReel on my Shopify store?

Click Add to Shopify on our homepage or find us in the Shopify App Store. You'll be taken through Shopify's standard OAuth authorization flow — it takes about 60 seconds. Once installed, you'll land in your MerchReel dashboard inside Shopify admin.

How long does it take to generate a video?

Most videos are ready within 3–8 minutes. Script generation via AI takes under 30 seconds; the avatar render via HeyGen typically takes 2–5 minutes; caption burning and multi-format export add another 1–2 minutes. You'll receive a notification in your dashboard when the video is ready.

What formats do I get?

Every video job produces three formats from a single render: 9:16 (for Instagram Reels, TikTok, and Stories), 1:1 (for feed posts), and 16:9 (for your product page embed and YouTube). You can download any or all three.

Can I choose which avatar appears in my videos?

Yes. In your Brand Kit settings, you can choose from our curated roster of professional AI avatars. Your chosen avatar will be used for all videos until you change it. The avatar's voice is pre-matched by our team to ensure the best result for each spokesperson.

Can I use my own logo in the videos?

Yes — upload your logo in Brand Kit settings and it will appear as an overlay in the top-right corner of every video. Supported formats: PNG with transparency (recommended), JPG. Optimal size: 400px wide.

What happens to my product data?

Your product titles, descriptions, and images are read from Shopify and sent to OpenAI (for script writing) and HeyGen (for video rendering) only at the moment you request a video. We do not sell your data or share it for any other purpose. See our Privacy Policy for full details.

My video failed to generate. What should I do?

Failed jobs show in your video library with an error badge. The most common causes are: (1) a product with no description or images, (2) a temporary HeyGen or OpenAI outage. Try clicking Regenerate — the job will retry automatically. If the error persists after two attempts, email us at [email protected] with the product name and we'll investigate.

Do failed renders count against my monthly limit?

No. A video only counts toward your plan limit when the job completes successfully with a finished video. Failed renders do not consume your monthly quota.

How do I embed a video on my product page?

MerchReel includes a Theme App Block you can add to your product template. In your Shopify admin, go to Online Store → Themes → Customize, open a product template, and add the MerchReel block. It automatically shows the video associated with each product. No code required.

Can I generate videos for an entire collection at once?

Yes — on the Growth and Pro plans, select a collection in your dashboard and click Bulk Generate. Jobs are queued and processed automatically. You'll see each video appear in your library as renders complete.

How do I cancel my subscription?

Uninstall MerchReel from Shopify Admin → Apps. Your subscription cancels immediately and billing stops at the end of your current paid period. Your video library remains accessible until the period ends. We do not offer prorated refunds for partial months.

How does billing work?

MerchReel charges through Shopify Billing — the cost appears on your existing Shopify invoice, not as a separate charge. There is no credit card form inside MerchReel. Shopify handles all payment processing.

Can I request a refund?

If you experience a significant service outage or a billing error on our part, email [email protected] and we'll review it on a case-by-case basis. We don't offer refunds for simply changing your mind or not using the service during a paid period.