How to Collect Accessibility Requests From Shopify Customers

A customer encountering an accessibility barrier on your store, or needing an accommodation to complete a purchase, deserves a clear, easy-to-find way to raise that, and a dedicated form ensures those requests reach the right team promptly rather than getting lost in general inquiries or never being raised at all.

This guide is for merchants who want a dedicated way for customers to request accessibility accommodations or report accessibility barriers, ensuring those needs are captured and addressed. Accessibility compliance obligations vary by jurisdiction and should be confirmed with legal counsel; this covers the intake form mechanics specifically.

Quick Answer

Yes, a dedicated form gives customers a clear path to request accommodations or report accessibility barriers. Hulk Form Builder supports building an accessible form itself, following WCAG-conscious design principles, that captures the specific request or barrier encountered, routed promptly to the team that can address it, giving customers a genuine channel rather than an informal, easily missed one.

What This Involves

Collecting accessibility requests means providing a dedicated, genuinely accessible form where customers can describe an accommodation they need or a barrier they encountered, routed promptly to the responsible team, ensuring accessibility needs are captured through an intentional channel rather than depending on customers happening to find an appropriate contact method. Confirm specific compliance obligations with legal counsel.

Who Needs This

• Merchants wanting a clear channel for accessibility requests and feedback
• Businesses wanting to proactively identify and address accessibility barriers
• Any store wanting to demonstrate genuine attentiveness to accessibility needs
• Merchants wanting requests routed promptly to the team that can act on them
• Businesses building a more inclusive overall customer experience

Why It Matters for Your Business

• Accessibility barriers or accommodation needs deserve a clear, dedicated channel
• Without one, these needs may go unreported or get lost in general inquiries
• Prompt routing ensures requests reach someone who can actually address them
• This demonstrates genuine attentiveness to accessibility as a customer experience factor
• Reported barriers can proactively inform broader accessibility improvements
• Getting this right supports a more genuinely inclusive customer experience

How to Collect Accessibility Requests From Shopify Customers

Step 1

Start by ensuring the form itself follows accessible design principles.

• Build the form with WCAG-conscious accessibility in mind
• Confirm it works well with screen readers and keyboard navigation
• Test the form's own accessibility before promoting it as an accessibility channel

Step 2: Install and Configure Hulk Form Builder

Install Hulk Form Builder and build the accessibility request form.

• Capture the specific request or barrier encountered clearly
• Keep the form simple and not overly demanding to complete
• Route submissions promptly to the team responsible for addressing them

Step 3

Make the form easy to find for customers who need it.

• Link the form clearly from your site's footer or accessibility statement
• Reference it in customer support materials
• Keep the request path simple from finding the form to actually submitting it

Step 4

Test the form for genuine accessibility and functional routing.

• Test using screen reader and keyboard-only navigation
• Confirm submissions route correctly to the responsible team
• Verify the form itself does not create the barrier it exists to address

Step 5

Launch and use reported barriers to inform ongoing improvements.

• Respond promptly and helpfully to every accessibility request
• Track reported barriers for patterns worth addressing more broadly
• Review the form and process periodically for continued improvement

Examples & Use Cases

Apparel Retailer Improving Accessibility (Apparel)
Problem: Customers with accessibility needs had no clear channel to request accommodations, leaving needs unreported and unaddressed
Setup: Built an accessible request form through Hulk Form Builder, linked from the site footer and support materials
Result: Customers began reporting specific needs and barriers, giving the business a channel to actually respond

Home Goods Store Auditing Its Own Accessibility (Home goods)
Problem: The store lacked visibility into what accessibility barriers customers were actually encountering on the site
Setup: Used a dedicated, tested-accessible request form to capture and route reported barriers to the responsible team
Result: Reported patterns informed broader accessibility improvements to the site over time

See more case studies.

Best Practices

• Build the form itself following WCAG-conscious accessible design principles
• Test with screen reader and keyboard-only navigation before launch
• Capture the specific request or barrier clearly and simply
• Route submissions promptly to the team that can address them
• Link the form clearly from an accessibility statement or footer
• Respond promptly and helpfully to every request
• Track reported patterns to inform broader accessibility improvements

Summary

Customers encountering an accessibility barrier or needing an accommodation deserve a clear, genuinely accessible channel to raise it, and a dedicated form, built and tested for accessibility itself, routed promptly to the responsible team, ensures those needs get captured rather than going unreported. The core steps are building the form with accessible design principles, making it easy to find, and using reported barriers to inform ongoing improvement.

If customers need a clear way to request accommodations or report barriers, Hulk Form Builder can help you build a genuinely accessible form for exactly that.