BuyerPrism support
Support email: support@buyerprism.com
Security email: security@buyerprism.com
Support hours: Monday–Friday, 10:00–16:00 Europe/Warsaw.
Include in a request
Send the safe error code, audit ID, approximate time and timezone, affected app page, and whether retrying changed the result. Screenshots should exclude personal information. Never send Shopify access tokens, refresh tokens, passwords, complete request headers, raw API responses, or customer/contact records.
Suggested response targets
| Severity | Example | Initial response target |
|---|---|---|
| Critical | Confirmed cross-shop exposure, credential exposure, or destructive behavior | 4 business hours |
| High | App unavailable, deletion failure, repeated authentication failure | 1 business day |
| Normal | Incomplete audit, unexpected finding, product question | 2 business days |
Targets are support objectives, not availability guarantees. Business hours use the Europe/Warsaw timezone and exclude Polish public holidays.
Self-service checks
- Open Connection and confirm all required read-only scopes are active.
- Check whether the audit reports partial coverage or a deferred limit.
- Retry a manual audit after Shopify API capacity recovers.
- Keep monitoring off until a manual audit completes.
- Use Privacy → Delete all BuyerPrism data to erase and restart app-owned configuration without changing Shopify.