Support access
When you ask for help, it is often quicker if the Falcon team can see what you see. Support access lets you allow that, only when you choose to. It is off for every store until you turn it on.
Turn support access on
- Open Settings → Preferences.
- On the Support access card, turn the switch on.
- Click Save in the save bar.
Then email hello@f01lab.com with your question. Mention that support access is on.
Turn it off
- Open Settings → Preferences.
- Turn the Support access switch off.
- Click Save.
Access ends as soon as you save.
Switch it off when you're done
Support access stays on until you turn it off. Once your question is solved, turn it off again.
What the team can see
| Support access off | Support access on | |
|---|---|---|
| Basic account facts needed to run the service, such as your plan, how many returns you've had, whether automations and AI agents are set up, and error logs | Yes | Yes |
| Your 20 most recent return requests: return number, order number, status, solution, refund status, refund amount and date | No | Yes |
| Customer details such as names, emails and addresses | No | No |
The Falcon team uses this access only to resolve your support request, and only while the switch is on. This is part of Falcon's Data processing terms.
What support access is not
- It doesn't give anyone a login to your Shopify admin.
- The team's view is read-only. It doesn't let them change your settings or act on returns.
- It isn't needed to get help. You can always describe the problem by email, with screenshots, and leave the switch off.