The general knowledge Arbyn starts with, before it ever reads your store explains what this built-in library is and how it always defers to your own store's specifics. This article is the companion to that one: a full walk through every topic in the library, grouped exactly the way they're grouped on the page itself, so you can see precisely what's covered before you ever write a policy of your own.

Every topic below is written and reviewed knowledge about how a Shopify store generally works, or what the law requires, never guessed and never scraped from a random webpage. Arbyn reaches for one of these only when a shopper's question is general rather than specific to your store, and only ever as a fallback beneath your own policies and live data.

Open Knowledge, then Built-in Shopify knowledge. Click any topic listed there to read it in full; this article is the plain-language tour of the same list.

Accounts and privacy. One topic here: what customer accounts on Shopify generally look like, including signing in, missing login links, viewing or editing a profile and saved addresses, marketing opt-in and opt-out, and how a request to see or delete personal data is usually handled.

Orders and fulfillment. Four topics. How invoices and payment links work for orders a store creates manually (phone orders, wholesale, custom quotes) rather than through normal checkout. How changing, correcting, or cancelling an order that's already been placed typically works. The general lifecycle of an order, from placed to shipped to delivered, and what each status usually means. And, specifically, how tracking numbers and fulfillment status generally behave, including what to expect when a number hasn't updated in a while.

Payments, checkout, and discounts. Four topics. How checkout and abandoned-cart emails typically work, including common reasons a checkout won't complete. How discount codes and gift cards generally behave, stacking rules, expiry, and balance questions. What payment methods and gateways typically look like and how a failed, pending, or refunded payment usually shows up. And how tax, VAT, GST, and import duties are generally handled and who typically pays them on an international order.

Products, inventory, and subscriptions. The largest group, fifteen topics. Two general topics cover how stock availability and pre-orders or backorders typically work, and how product variants (size, color, and other options) are usually structured. A dedicated topic covers subscriptions in general, how a recurring order typically works and how a customer usually pauses, skips, or cancels one. Beyond that general topic, there are seven topics specific to the individual subscription apps merchants commonly use (Shopify's own native Subscriptions, Recharge, Appstle, Bold, Loop, Seal, and Skio), each covering exactly how that particular app's customer self-serve portal behaves. Arbyn only reaches for the one matching app you've actually told it you use, in Guardrails, never a random one from the list.

Returns, refunds, and exchanges. Five topics. How the general return and refund process usually works, including typical timelines. What happens when an item arrives damaged, defective, or wrong, and what resolutions are typically offered. How exchanges and store credit generally work as an alternative to a straight refund. How return shipping and prepaid labels are typically handled and who usually pays for them. And a dedicated legal topic: the 14-day right of withdrawal that applies to orders shipped to the EU, the EEA, or the UK, a real legal right in those regions that exists independently of whatever a store's own return policy says, sourced directly from Shopify's own compliance guidance and the underlying EU directive rather than written from memory.

Shipping and delivery. Three topics. How shipping rates and coverage are typically determined by zone, by location, and by region, including why a location holding real stock can still be completely unsellable if it isn't covered by any delivery profile, and why a long list of named regions inside a country can mean full coverage rather than a restriction. How local pickup and local delivery generally work, including collecting an order in-store instead of having it shipped. And how shipping timeframes and delays are usually communicated when a shipment is running late.

Why are there separate topics for individual subscription apps instead of one general one? Because each app's customer self-serve portal genuinely behaves differently (what a customer can skip, pause, or swap varies app to app). A single generic topic would either be too vague to help or wrong for whichever app you actually use, so Arbyn keeps one general topic plus one accurate topic per app, and only ever uses the one matching your store's actual setup.

Does the EU/UK withdrawal topic mean every store has to offer 14-day returns? Only for orders shipped into the EU, the EEA, or the UK, where it's a legal right independent of a store's own policy. It has no bearing on orders shipped elsewhere, where your own return policy is what applies.

Can I request a new topic be added to this library? The library is the same for every store and isn't merchant-editable, but it's actively maintained and grows over time as new common questions are identified across stores using Arbyn.

If a topic mentions something my store doesn't actually offer, will Arbyn ever imply that we do? No. General knowledge describes what's typically possible on the platform, never what your specific store does. Arbyn only confirms an actual feature when your own settings, policies, or live data confirm it.