This article explains how end users (or fulfillment clients) get help without exposing account data.

Rule

• End users or fulfillment clients do not contact Shipber directly; they contact the brand’s Administrator or internal support desk.
• Exception (LOA): if the brand has an active LOA and has enabled in-product chat for Authorized Contacts, those contacts may contact Shipber via the chat widget for matters within LOA scope.

Why

• Data minimization and privacy
• Clear responsibility: Shipber supports the subscribing brand; you support your end clients.

• LOA exception: when a brand signs an LOA, it authorizes Shipber to assist the client’s Authorized Contacts via chat only, for the topics/datasets and time period defined in the LOA. The brand admin controls and can revoke chat access; Shipber may suspend for abuse or risk.

What end users send to the brand admin

• Short description and business impact
• Time of issue (with time zone)
• Non-sensitive reference numbers (order, shipment, tracking, etc.)
• Redacted screenshots (no credentials, no payment data)

What admins send to Shipber Support

• Brand name (or your Shipber domain)
• Your role (Administrator, employee, etc.).
• Impact (what is blocked, who is affected)
• Steps and the exact error
• Timestamps (with time zone) and any IDs (tracking, request, invoice)
• Screenshot or redacted logs
• Do not include your secrets or credentials

Permissions and chat

• In-product chat is controlled by your brand Administrator.
• By default, fulfillment-client users do not have chat access.
• With an active LOA, the Administrator may enable chat for Authorized Contacts only (revocable anytime).

Do not send to Shipber

• Fulfillment-client requests without LOA chat access, or sent by email/phone.
• Third-party provider issues.

Boundaries for LOA

• Assistance is limited to the LOA’s permitted subject matter, datasets, and term.
• If scope is unclear, Shipber may pause and confirm with the brand Administrator.
• If the LOA is expired, revoked, or the requester is not an Authorized Contact, we will redirect to the brand.
• Access may be revoked at any time by disabling chat for Authorized Contacts or by written notice from the brand.
• Access may be revoked at any time:
  • by the brand, by disabling chat permissions for Authorized Contacts in settings; or
  • by Shipber, if there is abuse/harassment, security or privacy risk, policy violations, or requests outside the LOA scope. Shipber will notify the brand (and may suspend immediately in urgent cases).