Before you begin
- Your store must use Shopify customer accounts that support app pages.
- Add the Order Editing Help Center page to the customer account menu before expecting customers to find it.
- New articles start as drafts. Review them before making them visible.
- Published storefront languages are available for translation after the primary-language content exists.
What is the Customer Accounts Help Center?
The Customer Accounts Help Center is a customer-facing page where you can answer common questions about editing, cancellations, delivery changes, and store policies. You create and manage its collections and articles inside Order Editing, then customers read the visible content from their Shopify customer account.
Customers can search the article set, browse collections, open an article, and return to the help center home. Article content can also use supported order tokens to point a customer to their recent editable order.
Step-by-step setup
1. Open the help center builder
- In the Shopify admin, go to Apps > Order Editing.
- Select App Settings.
- Open Editing blocks.
- Open Support Tickets, then select Help center.
The page title is Help center and its subtitle is Articles shown in customer accounts.
2. Add the page to the customer account menu
- On the Make your help center visible banner, select Open customer account settings.
- In Shopify's customer account settings, add Help Center to the customer account menu.
- Save the Shopify menu changes.
Creating visible content is not enough by itself. Customers cannot navigate to the page until Help Center has been added to the customer account menu.
3. Create a collection
- Return to the Order Editing Help center page.
- Select Add collection.
- Enter a collection title.
- Review the generated slug. The slug cannot be changed after the collection is created.
- Add a short description.
- Optionally choose an image. An emoji icon can be used as a fallback.
- Choose whether the collection is visible.
- Select Save.
A collection remains hidden from customers until it is visible and contains at least one visible article.
4. Add an article
- Select Add article, or select the add action inside a collection.
- Enter the article title.
- Review the slug. It cannot be changed after creation.
- Choose a collection.
- Write the article body using the available headings, paragraphs, bold text, italic text, lists, and links.
- Leave the article hidden while you review it.
- Select Save.
If this is the first content in an empty help center, Order Editing can create a General Information collection for the article.
5. Organize and publish the content
- Drag collections into the order customers should see.
- Drag articles within a collection to set their order.
- Use the visibility control on each collection and article.
- Translate the collection or article when translation actions are available.
- Make the article visible only after its collection is visible and the content is ready.
Articles without a live collection appear under Uncategorized in the builder and are not shown to customers until moved into a visible collection.
Content options
Option | What it controls | Default |
|---|---|---|
Collection status | Whether the collection can appear to customers | Visible for a newly created collection, but hidden until it contains a visible article |
Article status | Whether customers can read the article | Draft or hidden |
Collection image | Image shown with the collection | None |
Page heading | Heading shown by the customer account extension | Help center |
Translation | Localized title, description, or body for a published store language | Primary-language content |
Generate starter articles | Uses the store's Order Editing setup to draft starter content | Available when AI features are enabled |
Verify it's working
- Confirm Help Center is present in the customer account menu.
- Confirm at least one collection and one article are visible.
- Sign in to a customer account on the storefront.
- Open Help Center.
- Confirm the collection and article appear in the expected order.
- Search for a word from the article and confirm it appears in the results.
- Open the article, check its formatting and links, then use Back to help center.
- Switch storefront language and confirm translated content appears when a translation has been saved.
What's next
- Add answers for the most common reasons customers contact your team.
- Use a collection image and short description to make each topic easy to scan.
- Review hidden and uncategorized content before every major policy change.
FAQ
Why is a visible article not appearing?
Confirm its collection is visible, the article is assigned to that collection, and Help Center is in the customer account menu. A visible article in a draft or missing collection is treated as uncategorized and is not shown.
Can I change an article slug?
No. The slug is set when the article is created and cannot be changed from the current builder.
Can AI publish articles automatically?
No. Generated starter articles are drafts. Review and make each article visible yourself.
How quickly do customers see an update?
Builder saves purge the relevant cache, but a short delay can still occur while customer-facing content refreshes. Reload the customer account page after saving.
