Support
Talk to the people who built it
Every request is read and answered by us, not a bot or an outsourced help desk.
Response times
| Plan | We reply |
|---|---|
| Free | Within 3 working days |
| Starter | Within 3 working days |
| Pro | Within 1 working day (priority) |
| Scale | Within 1 working day (priority) |
Working days are Monday to Friday, excluding bank holidays in England and Wales. Times are UK time.
What to include
To help us answer in one go, please send:
- your store's myshopify.com address (for example
your-store.myshopify.com); - the order number, if it's about a particular order;
- what you or your customer did, what you expected, and what happened instead;
- a screenshot of any message shown, and the time it happened.
Please don't send us customer passwords or payment card details. We never need them.
Help yourself first
- Setup guide: the Edit order button, settings, the email link, alerts and plans.
- FAQ: refunds, fulfilled orders, limits and data.
- Changelog: what's new and what's fixed.
Reporting a security issue
If you think you've found a security problem in a Briefra app or this website, email support@briefra.com with "Security" in the subject. Tell us what you found and how to reproduce it, and give us a reasonable time to fix it before telling anyone else. Please don't access or change data that isn't yours, and don't run tests that could disrupt the service. We'll acknowledge your report and keep you updated. Our security.txt has the same details.
Privacy and data requests
If you're a store's customer, please contact the store first; they control your data and can ask us for it through Shopify. Merchants can email us to have their store's data deleted early. See the privacy policy.