HELP & SUPPORT

Keep the study boundary explicit.

Start a prospective study

1. Select the exact Shopify product and capture a complete baseline before making the intended change.
2. After Shopify reports an update, wait for ReturnTrace to verify a complete candidate snapshot.
3. Review the changed fields and observed timestamps. Approve only the candidate that represents the intended study boundary.
4. Allow enough fulfilled units and return time to mature. Coverage limits remain part of the result.

When evidence is unavailable

Incomplete catalog pagination, missing protected order or return access, API failure, stale installation context, ambiguous chronology, or an unhealthy worker leaves collection paused or unverified. Existing evidence remains available for review and authenticated export.

Interpreting a result

ReturnTrace measures a prospective before-and-after association for the approved product boundary. Other catalog changes, merchandising, traffic, seasonality, operations, and customer mix can also affect returns. A result is not causal proof.

Export and customer disclosures

Use Download evidence JSON for a bounded aggregate export of up to 100 retained studies with coverage metadata. It excludes direct customer fields and raw order, fulfillment, return, and line-item records.

When Shopify sends a customer data request, open Plan & data → Customer disclosures. Each disclosure is encrypted at rest, available only to the authenticated current merchant installation, and expires after 35 days. It contains the Shopify customer reference and only stored cohort facts tied to the order IDs Shopify supplied. A customer-only request cannot be matched because ReturnTrace does not store a customer-to-order directory. Download the file and provide it through your approved privacy process; ReturnTrace does not email the customer automatically.

Contact support

Include the study label, visible status, and observation time. Do not send passwords, access tokens, customer details, raw order data, lifecycle secrets, data-encryption keys, or worker tokens.