Help centre

How can we help?

Answers to the questions brands ask most. If yours isn't here, email us and a person will reply.

Getting started

What is Paperbark?: Paperbark joins up what your store, email and support tools each see about a customer. It puts each customer's journey in order and shows who is drifting away, and what that costs.
How do I get access?: Request access with your work email on our home page. We are onboarding a small number of brands, and we reply within two working days.
How does setup work?: You connect Shopify, Klaviyo and your helpdesk once. We set Paperbark up with you, so there is nothing to configure on your own.
Can Paperbark change anything in my store?: No. Paperbark reads your data with read-only access. Nothing is sent or changed without your team's approval.

Where is my data stored?: In Australia, on Amazon Web Services in Sydney. That includes the AI services Paperbark uses.
Is my data encrypted?: Yes. Data is encrypted when stored (AES-256) and when it moves between systems (TLS 1.3).
Do you use my data to train AI?: No. We do not use your data or your customers' data to train AI models.
How do I delete my data?: Email us with the subject "Data Deletion Request". We confirm within 5 business days and finish within 30 days. Data deletion requests
What happens to my data if I leave?: When you cancel or uninstall Paperbark, your customers' data is deleted within 30 days.

Something isn't working. What do I do?: Email us with what you saw, when it happened and a screenshot if you have one. We reply within two working days.
How do I report a security issue?: Email us with the subject "Security". Tell us what you found and how to see it. Please don't share it publicly until we have fixed it.

Contact

Email us and a person will reply within two working days.

Policies