Frequently Asked Questions

Arya is an AI support agent for Shopify merchants. It connects to your email inbox and Shopify store, reads incoming support tickets, and drafts replies in your brand voice, in seconds, not hours.

Arya is built for Shopify store owners and their support teams. It's especially useful for stores handling 50–1,500 support tickets per month who want to automate routine questions without losing the personal touch.

Under 5 minutes. Connect your Gmail inbox and Shopify store via OAuth, no code, no plugins required. Arya is operational as soon as both connections are authorised.

Yes, all plans include a 7-day free trial. No credit card required to start. You can upgrade, downgrade, or cancel at any time during or after the trial.

Arya supports French, English, Italian, and Spanish. It auto-detects the customer's language, replies in kind, and lets you read any foreign-language message in your own language, directly in the app.

Arya currently connects to Gmail via OAuth. Non-Gmail providers can connect via IMAP or by forwarding email to a Gmail address. Both setups are supported.

Yes. Essentiel supports 1 inbox, Pro supports 2, Business supports 3, and Studio supports up to 5 simultaneous inboxes. You can switch the connected inbox at any time from your settings.

By default Arya drafts a reply you review and send with one click. You can enable Auto-Reply for specific ticket categories from your Automation settings. You stay in control of what gets sent automatically.

No. Arya processes emails it identifies as customer support tickets. Newsletters, automated shipping notifications, and spam are ignored. You can add custom filters in your settings to exclude specific senders.

If Arya's confidence score is below your configured threshold, the ticket is flagged for human review instead of drafting a reply. You can customise the confidence threshold from your Automation settings.

Arya works with all Shopify plans: Basic, Shopify, Advanced, and Plus. The only requirement is granting the required Admin API permissions during the OAuth setup.

Arya reads your orders, customers, products, and fulfilments to draft contextually accurate replies. With Revenue Shield enabled, it can also initiate refunds, exchanges, and address corrections, only when you have enabled those actions.

Only if you explicitly enable Auto-Reply for those actions in your Automation settings. By default Arya drafts the action for your approval: no orders, refunds, or customer records are modified without your review.

Yes. With Revenue Shield, Arya detects refund requests, proposes alternatives (exchange, store credit, reship) to the customer, and can execute the approved action in Shopify when auto-reply is enabled.

Yes. Arya reads the customer's currency and market from the order and references it correctly in replies. Multi-currency stores and those using Shopify Markets are fully supported.

Arya uses Anthropic's Claude models. Essentiel uses Claude Haiku, fast and efficient for high volume. Pro, Business, and Studio use Claude Sonnet, which produces more nuanced, on-brand replies and handles complex tickets better.

During setup you define your brand voice and provide example replies in your Playbook. Arya uses these as instructions for every draft it generates. Changes to your Playbook apply immediately to new tickets.

Based on merchant data, Arya auto-resolves approximately 80% of routine support tickets. Complex complaints, escalations, and edge cases are flagged for human review.

Yes. Your Playbook lets you define per-category rules: set the auto-reply threshold, choose which actions Arya can take, add category-specific instructions, and configure escalation triggers.

No. Ticket content is processed via Anthropic's commercial API, which does not use customer data for model training. Arya does not share your data with any third-party AI training programme.

Arya is billed monthly via Stripe. Your subscription starts on the day you upgrade and renews on the same date each month. Ticket counts reset on your renewal date.

Inbox polling pauses for the rest of the billing cycle. Arya stops drafting replies for new tickets until your renewal. You can upgrade at any time to raise the limit and resume immediately.

Yes. Cancel from your billing settings with one click, no cancellation fee, no lock-in. Your plan stays active until the end of the current billing period, then it expires. No further charge.

Annual billing with a discount is available: email support@aryasupport.com to get set up. Volume discounts for agencies managing multiple stores are also available on the Studio plan.

Stripe sends an automatic invoice to your billing email after each payment. You can also download all past invoices from your billing settings inside the Arya dashboard.

All customer data is encrypted at rest and isolated per organisation by row-level security. Shopify access tokens are encrypted at rest. We do not store email content longer than needed to generate a draft reply.

Yes. Arya is built for GDPR compliance: data processing agreements available on request, no data used for AI training, documented data retention policies, and transfers outside the EU covered by the Standard Contractual Clauses each of our subprocessors has signed. Full details are in our Privacy Policy.

Only you and your authorised team members can access your data in the Arya dashboard. Arya staff do not access ticket content unless you open a support request and explicitly share it.

Arya connects to Shopify via OAuth using the official Admin API and follows Shopify Partner Programme requirements. An official App Store listing is in progress. Existing merchants connect directly via OAuth in the meantime.

Email privacy@aryasupport.com to request full account and data deletion. We will confirm deletion within 30 days in accordance with GDPR Article 17. Cancelling your subscription alone does not delete your stored data.