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support privacy

Understand Help Center privacy

Learn how to understand Help Center privacy with a safe Juniper & Trail example, shopper impact, options, and recovery checks. Anonymous visitors can read and rate guides. Badgy stores anonymous feedback as daily aggregates without raw visitor identity, and anonymous visitors cannot start merchant support chat.

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

Understand Help Center privacy shown in the desktop storefront, with numbered callouts for the controls and verification points described below.
Annotated Juniper & Trail example

  1. Confirm the guide explains anonymous ratings, identified sessions, and retention.

  2. Use the category navigation without leaving the public Help experience.

  3. Follow the privacy checks for telemetry, session closure, and bounded support context.

  4. Jump between privacy sections using the guide's table of contents.

  1. Open public Help for the intended shop and confirm the current record and status.
  2. Distinguish anonymous access from an identified merchant handoff; identified telemetry uses safe bounded properties and anonymous ratings use daily aggregates without raw visitor identity.
  3. Read the inline summary, warning, or preflight before submitting; do not repeat a command while background work is running.
  4. Close the session when finished and confirm merchant chat disappears; retention is 12 months for identified Help events and 24 months for anonymous aggregates.
  5. Confirm the resulting status and History/audit evidence, then spot-check Shopify or the storefront when the action has external effects.

Anonymous visitors can read and rate guides. Badgy stores anonymous feedback as daily aggregates without raw visitor identity, and anonymous visitors cannot start merchant support chat.

Juniper & Trail example

A Juniper & Trail admin follows Understand Help Center privacy 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 Help Center privacy.
  • 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.

Options reference

| Option | Use it when | Consequence | | --- | --- | --- | | Anonymous | Public reading/search/rating | No verified shop/chat | | Identified | Opened from authenticated Badgy | Bounded support activity | | 12 months | Identified Help-event retention | Selective pruning | | 24 months | Anonymous daily aggregates | No raw visitor identity |

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.

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