Frequently Asked Questions



  • 1. What does this app do, and how does it work?

    Our app lets you easily take control of your privacy policy and consent effort. It will help you have a GDPR or CCPA compliant store with little to no hassle.


    IMPORTANT: Make sure that you do not have other similar app(s) or a cookie bar active at the same time.

  • 2. What is GDPR? What is CCPA?

    GDPR (General Data Protection Regulation)

    The GDPR EU legal framework took full effect on May 25, 2018.

    Its purpose is to unify the current data protection laws throughout the countries in the European Union and give more power to EU/EEA citizens to protect their personal information. With the hefty penalties from the European Commission, our GDPR module is how you can stay compliant with the latest regulations. Variations of the law name across other countries & languages: GDPR, DSGVO, RGPD.

    CCPA (California Consumer Privacy Act)

    The CCPA law took full effect on January 1, 2020. Although it has many of the same characteristics as the GDPR law, CCPA is intended to enhance privacy rights and consumer protection for residents of California, United States. To learn more, check the questions "What are the similarities and the differences between GDPR and CCPA?" and "What are the transparency requirements for GDPR and CCPA?" in our help center.

    *** Keep in mind that our application does not provide full GDPR/CCPA compliance. You should also manually update your privacy policy and terms & conditions texts to be compliant with all requirements.

    Don't have a Privacy Policy/Terms & Conditions page? Follow these instructions to see how you can create your store policies.

  • 3. Are there any additional steps that I should do after I install the app?

    When the app is installed, it is preloaded with a set of default settings. The only thing that you have to do yourself is to enable the cookie consent bar. You can do that from Global Settings -> Show Cookie Consent Bar.


    IMPORTANT: Make sure that you do not have other GDPR apps or a cookie bar active at the same time.


    Help Center question

  • 4. What is the difference between the Free and the Premium plan?

    The Free plan will give you all required tools to have your store GDPR Compliant. All the tools are free to use and they will be forever free. You do not need the Premium plan to achieve full GDPR/CCPA compliance. However, the Premium plan will allow your visitors to have a more personalised experience in your store. In order to check the perks of the paid plan, please go to the Upgrade Plan tab.

  • 5. I noticed that the cookie bar appeared at the bottom of the store. Can I change that?

    By default, the cookie bar is displayed at the bottom part of the screen. If you wish to change that, you have to navigate to Design Settings -> Position.


    Help Center question

  • 6. The bar is overlapping with other widgets on my store. How to fix that?

    To fix that, you can change the position of the cookie bar from Design Settings -> Position. If this does not work for you, please contact us about the matter. We will find a solution for you.


    Help Center question

  • 7. Can I make additional changes to the cookie bar?

    The colors can be changed from Design Settings. There is a live preview so that you can see the changes instantly. As for the texts, they can be modified from the Cookie Consent Bar tab. You can modify every aspect of the cookie bar.


    Help Center question
    Help Center question
  • 8. Can I change which cookies should be blocked from the cookie bar?

    We have added the most used cookies in the app. However, if you want to change them, you can do that from Cookie Consent Bar -> Cookie Management. Modify these cookies only if you are an advanced technical user.


    Help Center question
  • 9. The GDPR law is only for the EU/EEA customers, can I activate the cookie bar only for EU/EEA visitors?

    Yes, you can do that from Global Settings -> Enable For Specific Regions. Once you do that, the cookie bar will be visible only for the countries below.


    The EU countries are: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and the UK.

    The EEA countries are all EU countries plus: Iceland, Norway, and Liechtenstein.

    Switzerland is neither an EU nor EEA member but is part of the single market - this means Swiss nationals have the same rights to live and work as other EEA nationals.


    Help Center question

  • 10. Is there a way to show the preferences popup after a visitor has already accepted the cookies?

    You can easily do that by a button or a link on a page of your preference. You just have to choose one of the examples below:

    Button:

    <a class="btn btn--secondary" onclick="jQuery('.cc-settings-view').fadeIn('300');">Cookie Preferences</a>
    Link:
    <a onclick="jQuery('.cc-settings-view').fadeIn('300');">Cookie Preferences</a>

    IMPORTANT: This is a generic HTML code that will display a button, which you can use to provide your customers to change their cookie preferences at any time. You can also change the text in the button/link. If you have any request about the styles or the design, feel free to contact our team, we will happy to help you!

  • 11. Where is my GDPR page, and how can I access it?

    We have automatically created a GDPR page for you. You can access it from Global Settings -> View Your GDPR Page. It includes the necessary GDPR tools for your store to be compliant with the EU/CCPA laws.

    NOTE: This page is also important for CCPA compliance.


    Help Center question
  • 12. How can I add the GDPR page to my store front?

    You can add it on the navigation menu, in the footer or on any page that you want. You can see the link of the page from the question "Where is my GDPR page, and how can I access it?" in this help center.

    If you want to add the page in one of your navigation menus, you have to go to "Online Store" and then "Navigation". Check the video below for more details.

    Adding a link to a specific page depends on the theme that you are using. If you need help with any of this, do not hesitate to contact us - our team will be more than happy to help you.


    Help Center question
  • 13. How can I track the policy acceptances and the GDPR requests?

    You can track them directly in the app. There are two tabs - Policy Acceptances and GDPR requests.


    Help Center question
  • 14. A customer changed his/her personal data via a GDPR request. Can I see the changes?

    Yes, you will be notified by email about each change.

  • 15. A customer requested his/her personal data to be removed. How should I handle that?

    When a customer requests this, you can erase the personal data from the Customers page. You have to locate the customer and then navigate to Customer privacy -> Erase Personal Data.


    Help Center question

  • 16. How to enable better Google Analytics blocking?

    Here is how it works by default: Our app deletes the Google Analytics cookies on page load. However, those cookies are then created by Google again on the next page load. Because of that, we are removing the GA cookies on every refresh. With that said, when a customer visits a page, a small bit of information is sent to Google. Since we are constantly deleting the cookies, each page load is considered as a new visitor session. That way, Google cannot fully track what the customer is doing in your web store. We are using this method due to Shopify's limitations preventing us from getting the tracking codes for each store.


    However, if you want to add additional protection for the visitors that do not want to be tracked, there is one more thing you can do. Here are the steps that you should follow:


    1. Open Shopify Admin.
    2. Click on Online Store link in the left menubar.
    3. Click on the "Action" dropdown button and select "Edit Code" from there.
    4. A new page will open with a list of files on the left side of the screen. Open the "theme.liquid" file.
    5. Find the string "</head>" in there.
    6. When you do, add the following snippet before "</head>":

    <script>
    var gaProp='UA-XXXXXX-X';
    var iac=(document.cookie.match(/^(?:.*;)?\s*cookieconsent_preferences_disabled\s*=\s*([^;]+)(?:.*)?$/)||[,null])[1];
    if(iac!=null&&iac.indexOf('analytics')>= 0){window['ga-disable-'+gaProp]=true;}
    </script>
    
    7. IMPORTANT! Make sure to replace the "UA-XXXXXX-X" string with your Google Analytics tracking ID.
    8. Click on the "Save" button.
    9. That's it!

    NOTE: We have also recorded a video on how you can do this by following our steps. You can find it here.


    Help Center question
  • 17. How to enable better Facebook Pixel blocking?

    In the moment, the pixel blocking works the same way as the default Google Analytics blocking works. You can read this from the "Here is how it works by default" section in the question "How to enable better Google Analytics blocking?".


    However, if you want to add additional protection for the visitors that do not want to be tracked, there is one more thing you can do. Here are the steps that you should follow:


    1. Open Shopify Admin.
    2. Click on Online Store link in the left menubar.
    3. Click on the "Action" dropdown button and select "Edit Code" from there.
    4. A new page will open with a list of files on the left side of the screen. Open the "theme.liquid" file.
    5. Find the string "</head>" in there.
    6. When you do, add the following snippet before "</head>":

    <script>
    !function(){var e=null,n=[],t=(document.cookie.match(/^(?:.*;)?\s*cookieconsent_preferences_disabled\s*=\s*([^;]+)(?:.*)?$/)||[,null])[1];
    Object.defineProperty(window,"fbq",{get:function(){return e},set:function(o){Object.defineProperty(o,"queue",{get:function(){return null!=t&&t.indexOf("marketing")>=0?[]:n},set:function(){}}),e=o}})}(); 
    </script>
    
    7. Click on the "Save" button.
    9. That's it!

    NOTE: We have also recorded a video on how you can do this by following our steps. You can find it here.


    Help Center question
  • 18. Can I translate the app?

    Yes, you can translate almost everything in the app. It consists of four elements:

    1) Cookie consent bar
    2) GDPR compliance page
    3) GDPR notification/confirmation emails
    4) GDPR request pages

    You can translate 1) and 2) from the Shopify admin panel. The cookie bar can be translated from the app itself by editing the text fields in the Cookie Consent Bar tab. The compliance page can be edited from Online Store -> Pages -> page GDPR Compliance.

    The GDPR request pages (4) and the emails (3) are already translated in English, German, French, Italian, Finnish, Bulgarian, Romanian, and Slovenian. If you want them translated in a different language, contact us to we can work together and add your translation.

    For (3) and (4), you can change the language from General Settings -> Set Custom Language For The GDPR Requests Emails And Pages.

    The only thing that cannot be translated at the moment is the admin panel of the app, however, we are working towards this.


    Help Center question Help Center question

  • 19. I am using the Langify app and I cannot translate the GDPR Compliance page?

    Since the GDPR Compliance page is not a regular page and has some actions in it, the translation should be done in a different manner. You have to open the Langify app and start translating it from the "Custom Content" section. Once you do that, the page will work with no issues on your other language(s).

    Note: This is only if you are using the Langify app. If not, then you should simply change the texts from the Pages section in Shopify Admin.

  • 20. I accidentally deleted my GDPR Compliance page. How can I get it back?

    For your convenience, the GDPR compliance page is automatically created once you install the app.

    If you happen to delete it and want to get it back, you can do so by downloading the archive below. In it, you will find an HTML page with the contents of the GDPR compliance page. In order to place it in your store, you have to go to Online Store -> Pages -> Add page. Then you have to click on the Show HTML button, which will switch the editor to use HTML code. Then you can simply copy the code from the HTML file and paste it Content section of your new page. You can click on the Show HTML button to revert the editor to its original state, and you should be seeing the page now. Also, don't forget to set a Title and save the page. That's it!


  • 21. How can I set the cookie bar to block marketing & analytics cookies by default?

    If you want to set the cookie bar to block marketing cookies, analytics cookies or both, you will need to navigate to the Cookie Consent Bar tab and scroll down to the Initial State Of The Cookie Consent Bar filed. From there you will be able to select the following options: 

    • Keep all store cookies until visitor opts-out
    • Block marketing & analytics cookies until visitor opts-in
    • Block marketing cookies until visitor opts-in
    • Block analytics cookies until visitor opts-in

    What is the benefit of this?
    For some European countries (i.e. Germany) the law states that the marketing and analytics cookies should be blocked until there is consent by the visitor. In these specific cases, you will have the ability to choose from the above-listed options.

     
    Help Center question
  • 22. I want to add custom JavaScript code to be triggered once a visitor accepts the terms in the cookie bar. Can I?

    This might be useful if you are adding third-party tracking codes manually or if you want to trigger something only if the customer has accepted the terms in the cookie bar. You can do this with the following snippet of code:

    <script type="text/javascript">
    function isl_rc(n){for(var r=n+"=",t=document.cookie.split(";"),e=0;e<t.length;e++){for(var i=t[e];" "==i.charAt(0);)i=i.substring(1,i.length);if(0==i.indexOf(r))return i.substring(r.length,i.length)}return null}
    if (isl_rc('cookieconsent_status')=='allow') {
        // Add your code HERE
    }
    </script>
    

    You can now proceed to add your code by replacing the line "// Add your code HERE". Depending on what you are trying to achieve, you probably have to add the entire snippet in your header.liquid, footer.liquid or other file in your template.

  • 23. What are the similarities and the differences between GDPR and CCPA?

    The main rights of the CCPA and GDPR include the right to be informed, the right of access, and the right to portability. They also include the right to deletion (CCPA) and the right to erasure (GDPR), with very minor differences between the two, also the right to opt-out (CCPA) and the right of prior consent (GDPR).


    The latter two are in a sense incomparable, since the right to opt-out (CCPA) is best likened to the right to withdraw consent (GDPR), whereas the fundamental right of prior consent (GDPR) has no equivalent in the CCPA. Fortunately, you can use the option Initial State Of The Cookie Consent Bar in the Cookie Consent Bar tab to set the app to be GDPR or CCPA compliant.

  • 24. What are the transparency requirements for GDPR and CCPA?

    The GDPR requires that you tell customers:

    • What your business does
    • How they can contact you
    • Why you are processing personal data
    • What types of data you collect and how long you will store it
    • Disclosure of where data is being shared


    The CCPA requires that you tell customers:

    • What types of information you are collecting
    • For what purpose you are collecting data
    • Specifics of what is being collected
    • Disclosure of where data is being shared

  • 25. I changed my theme. Should I make some adjustments to the app as well?

    The app has no relation to the theme that you use, so you can switch to as many themes as you want. In addition to that, our product does not make any changes to your themes, so there will be no need for you transfer any codes or data from your old theme to your new theme.

    The only thing that you would probably like to change in the app would be the color settings for the cookie bar so they can match your new theme. If you have any questions in regards to that, feel free to contact our support team.

  • 26. I clicked on the "Accept" button but I still see the cookie bar. Why?

    This can only happen if you have more than one cookie bar active on your store. Make sure that you disable/uninstall all other cookie apps that you currently have on your store.

    IMPORTANT: Sometimes you may keep seeing two cookie bars even when you uninstall one of them. This can happen if said app made changes to your theme files. This means that you have to locate the leftover codes and remove it. If you have trouble doing this, feel free to contact our support team.

  • 27. The CCPA law is only for the customers in California, can I activate the cookie bar only for them?

    Yes, you can do that from Global Settings -> Enable For Specific Regions. Once you do that, the cookie bar will be visible only for the residents for which CCPA applies to.


    The CCPA regions are: California (USA)


    Help Center question

  • 28. I upgraded to the Premium plan. How can I reach the new settings?

    Congrats on upgrading! In order to reach the new settings, you simply have to navigate to the Design Settings tab. Once you do that, keep scrolling until you reach the Premium Settings section. From there, you will be able to do the following things:

    • Modify the background color and the text color of the GDPR request pages
    • Show your store logo in the GDPR request pages
    • Add custom CSS to the pages
    • Add custom JavaScript to the pages
    • Add custom email sender for the GDPR emails
    • Change the background color of the main button in the emails
    • Add custom HTML content in the beginning of the email
    • Add custom HTML content in the end of the email


    Help Center question
    Help Center question
  • 29. I am on the Premium plan. How can I cancel it and go back to the Free plan?

    You can simply go to the Upgrade Plan tab, and then click on the button Switch Plan in the Free column.

  • 30. How to remove the "Preferences" button from the cookie consent bar?

    This can be done easily with a small stylesheet tweak. Open the Design Settings tab and navigate to the Custom CSS setting. Add the following code in the field:

    .cc-settings{display:none}
    That's all!

  • 31. How can I add custom email sender for my GDPR/CCPA emails?

    This feature is currently available only for the merchants that have upgraded to the Premium plan.

    If you want to upgrade to the Premium plan, click on the Upgrade Plan tab and follow the steps there. You will also get access to other premium features!

  • 32. Can I customise my GDPR/CCPA email messages?

    In the Free plan, the emails are with white background and blue buttons. This is the default color scheme for all Shopify emails. However, if you switch to the Premium plan, you will be able to add custom header, footer and change the button color.

    If you want to upgrade to the Premium plan, click on the Upgrade Plan tab and follow the steps there. You will also get access to other premium features!

  • 33. Can I customise my GDPR/CCPA request pages?

    The pages are fully functional, however, if you are on the Free plan, you cannot change the design of the pages. The customisation options for the GDPR/CCPA request pages are available only in the Premium plan. If you switch to it, you will be able to change the background color, the text color, add custom CSS, and also to add your store logo. In addition, you will also be able to add snippets of JavaScript codes (i.e. for analytics or something similar).

    If you want to upgrade to the Premium plan, click on the Upgrade Plan tab and follow the steps there. You will also get access to other premium features!

  • 34. Can I export the data in the app?

    You can export the data from the tabs Policy Acceptance, GDPR Requests, and Deletion Requests. You will find the button Export under the results of each tab.

    The available formats as of now are CSV, XLSX, and ODS.

  • 35. I want to uninstall your app. What are the steps that I have to go through?

    We are sorry to hear that you want to uninstall our app. We would appreciate it if you contact us in regards to what you are missing or if you have any suggestions/complaints.

    Still, if you are confident about your decision and there is nothing we can do to change your mind, you can simply go to Shopify Admin -> Apps and then uninstall our app. This is all that is needed, and there is nothing else that is required from your side. If you are on a paid plan, it will be canceled automatically.

  • 36. I have a feedback/suggestion for the app

    Great! We would love to hear what you want to say. You can contact us directly from the "Message Us" button at the bottom right corner of your browser. You can also contact us at apps-support@isenselabs.com.

  • 37. I don't see my question here. How can I contact you?

    You can contact us directly from the "Message Us" button at the bottom right corner of your browser. You can also contact us at apps-support@isenselabs.com.