support privacy
Understand identified Help activity
Learn how to understand identified Help activity with a safe Juniper & Trail example, shopper impact, options, and recovery checks. Only an identified merchant Help session sends page, heading, search, dwell, feedback, and chat context to support. The session lasts at most four hours and can be closed by support.
Before you begin
- Open Help from the correct identified shop for merchant support
- Do not paste customer personal data or credentials
- Note the guide and heading where the issue occurred
Confirm the shop, current status, and intended consequence before changing anything. Use read-only status, preview, or history evidence first.
Step-by-step setup
Confirm this guide covers identified Help activity and its four-hour session boundary.
Keep the Support and privacy category selected while reviewing related guidance.
Follow the verification steps for guide views, searches, result clicks, feedback, and chat context.
Use the on-page links to move directly to the relevant verification section.
- Open an identified Help session for the intended shop and confirm the current record and status.
- Navigate guides/search while understanding that guide views, bounded headings, searches/result clicks, dwell, feedback, and chat context enter the merchant support trail for at most the session lifetime.
- Read the inline summary, warning, or preflight before submitting; do not repeat a command while background work is running.
- Use Close session or support revocation and verify all tabs fall back to anonymous mode.
- Confirm the resulting status and History/audit evidence, then spot-check Shopify or the storefront when the action has external effects.
Only an identified merchant Help session sends page, heading, search, dwell, feedback, and chat context to support. The session lasts at most four hours and can be closed by support.
Juniper & Trail example
A Juniper & Trail admin follows Understand identified Help activity from the correct shop. Support can see bounded Help context but never draft form values, catalog details, credentials, or customer data. The documentation fixture uses realistic products, inventory states, variants, collections, and protected exclusions so the preview exercises the same decisions as a merchant catalog.
What shoppers will see
Help activity never changes the storefront. It gives support bounded product context without collecting form contents or catalog data. Check the relevant result from product through cart where applicable. For shopper-facing work, compare desktop and mobile and verify both an eligible and an ineligible item.
Common mistakes and troubleshooting
- Acting on the wrong shop. Confirm the Shopify store and campaign before following Understand identified Help activity.
- Trusting a stale preview. Refresh after catalog, schedule, discount, theme, locale, or market changes.
- Repeating a background command. Read status and History first; retry only when Badgy presents a recoverable failure.
- Skipping the consequence check. Confirm what changes for shoppers and what the end or restore path will do.
If the status reports revoked authorization, reconnect Shopify before retrying. If the result still differs from the preview, preserve the campaign ID and approximate time, then open support from this identified shop. Never send customer data, access tokens, or full catalog exports in feedback.
Related guides
Options reference
| Option | Use it when | Consequence | | --- | --- | --- | | Four-hour absolute session | Identified Help | Does not extend beyond maximum | | Five recent visits | Live support context | Bounded trail | | Close session | Merchant/support ends identity | Immediate cross-tab revocation |
Badgy behavior in this guide is reviewed against the repository's shipped UI, service rules, and feature design documents. Shopify-owned theme, Markets, Flow, billing, and discount behavior can also depend on the store's Shopify configuration; consult the Shopify Help Center for that platform configuration.