Support Policy — Vivid Custom Fields Export

1. Contact

Email support@vividinsight.xyz for product help, billing questions, failed Analyze or Download operations, missing supported custom fields, or an unusual export workflow. For privacy requests, legal notices, or suspected security incidents, email info@vividinsight.xyz.

2. Support scope

• Installation, access, and current Shopify entitlement behavior.

• Using the date range, Analyze, and Download workflow.

• Supported order-level and line-item custom attributes and deterministic CSV behavior.

• Troubleshooting incomplete or failed operations where the App offers no partial CSV.

• Billing questions and suspected charge errors related to the App.

• Product feedback about unsupported export workflows.

Support does not include custom spreadsheet consulting, building merchant-specific transformations, recovering a CSV that the App did not persist, administering the merchant’s Shopify store or third-party personalization app, or guaranteeing delivery of a requested feature.

3. What to include

• A concise description of what you were trying to do.

• The approximate UTC date and time.

• The selected date range.

• Expected and actual behavior.

• Sanitized steps to reproduce.

• A stable error or request identifier shown by the App, if available.

Do not send Shopify access tokens, passwords, customer identity information, order contents, custom-attribute keys or values, SKU, secrets, or an unredacted CSV. If a screenshot is necessary, redact merchant, customer, order, and custom-field data first.

4. Response and resolution

Support is provided on a reasonable-efforts basis during normal business days. The MVP does not include a guaranteed response-time or resolution-time service level. Security and complete-service availability reports are prioritized, but timing can depend on Shopify, hosting, network, billing, or other third-party systems.

5. Billing and cancellation

The App uses Shopify App Pricing. The current plan is USD $4.99 per month with a 7-day free trial after approval. Plan approval, cancellation, and entitlement are controlled through Shopify’s available surfaces. Contact support promptly for a suspected billing error or refund request.

6. Privacy and security reports

Send privacy requests or suspected vulnerabilities to info@vividinsight.xyz with a clear subject line. Do not include exploit data that contains real merchant, customer, order, token, or CSV content. We do not operate a bug-bounty program unless separately announced in writing.

7. Product feedback

For a feature idea, tell us what you are trying to export, how you use the exported file, and what is missing from the current export. Feedback guides the roadmap but does not promise custom development or a delivery date.

8. Changes

We may update this Support Policy as the App and support process evolves. The current page shows its effective date and version.