Privacy, security, and support responsibilities

Merchant and customer responsibilities

• Merchants configure accurate rules, return addresses, customer instructions, inventory locations, and customer-facing policies.
• Customers contact the store they purchased from for order decisions, shipping questions, and policy exceptions.
• Opus support helps merchants with app setup, app behavior, security reports, privacy operations, and technical failures.
• Never direct a store's customer to Opus for a merchant policy decision.

Data handling basics

Opus processes Shopify order and customer identifiers, request content, item snapshots, tracking, inspection results, and private evidence needed to operate returns and exchanges. It does not collect card numbers or process payment outside Shopify.

• Evidence and exports use private storage and short-lived downloads.
• Do not place passwords, tokens, card data, or unrelated customer details in notes or support messages.
• Restrict Shopify staff access to people who need to review customer requests or confirm outcomes.
• Use the published Privacy Policy and Shopify's mandatory privacy-request process for access or deletion requests.

Get help

Open the Support page from this help center. Include the shop domain, request number, order number, time, and exact behavior. Buyers should contact the merchant directly unless the question is specifically about Opus privacy or security.