Every customer, answered carefully.
We read the order, the tracking and the whole thread before we write a single word. Your customers feel understood, your team gets its week back.
- MRWhere is my order #4471?Maya R. · ChicagoOpen
- JTWrong size, can I swap for a M?Jordan T. · TorontoOpen
- SLDiscount code FALL15 not workingSophie L. · MelbourneOpen
- DKParcel arrived damagedDaniel K. · AustinOpen
- ABCan I change my address?Amelia B. · SydneyOpen
Same email. Two very different replies.
Most support answers the question. We answer the person. Switch between the two replies and look at what changes.
So sorry, we know Saturday matters. We just checked with USPS: your parcel is in Denver and scheduled for Friday.
We have asked for priority handling. If it is not with you by Friday evening, reply here and we will send a replacement overnight, no questions asked.
Everything that lands in your inbox.
Shopify support outsourcing
Order questions, tracking, address changes, cancellations and product questions, answered inside your Shopify admin and helpdesk.
Learn more →02Email and chat support
Your support inbox and live chat covered 7 days a week, with context checked before every reply.
Learn more →03Returns and refunds management
Return requests, exchanges, refunds and store credit processed within your policy, with every exception flagged to you.
Learn more →04Chargeback dispute management
Shopify Payments, PayPal and Stripe disputes answered before the deadline, with the right evidence for each reason.
Learn more →05Social DMs and comments
Instagram, Facebook and TikTok messages and comments answered in your voice, with order issues moved to your helpdesk.
Learn more →06Support insights
A short weekly report on why customers write in and what to change to stop the same questions coming back.
Learn more →A handled inbox in about a week.
Support audit
We read your last 100 tickets and show you where the time goes and which tickets could disappear.
Your voice, your rules
Refund limits, tone, exceptions: written down together. You approve the first replies before they go out.
Handled, 7 days a week
Tickets answered daily, edge cases sent to you with a suggested reply, and a regular root cause report.
Move the slider. That's your price.
A ticket is one customer conversation, however many messages it takes.
- Everything in Starter
- Live chat and social DMs
- Returns and refunds handling
- Weekly root cause report
Prices in US dollars, billed monthly. A ticket is one customer conversation, whatever the number of messages in it. Extra tickets above your plan are billed at $2.50 each. Bilingual English and French support adds $0.50 per ticket. See all plans.
Before you ask.
What kind of brands do you work with?
Shopify and ecommerce brands selling to customers in the US, Canada, Australia and the UK, typically handling between 50 and 600 support tickets a month. Fashion, jewelry, beauty, home and accessories are a natural fit.
Which helpdesks and tools do you use?
The ones you already have: Gorgias, Zendesk, Freshdesk, Help Scout, Re:amaze, Shopify Inbox, Gmail and Outlook, plus your tracking and returns apps. You keep ownership of every account.
How fast are replies?
Tickets are answered 7 days a week, weekends included. Most get a first reply the same day, and we agree a response window with you during onboarding based on your volume and time zone.
Can you issue refunds or replacements?
Yes, within the rules you set. We write them down together in the first week: when to refund, when to replace, when to offer a discount code, and what always needs your approval.
Is there a long contract?
No. Plans run month to month and you can cancel before your next billing date. There is no setup fee.
What happens in the first week?
We start with a free audit of your last 100 tickets. Then we read your policies, set up access to your helpdesk, write your reply templates in your voice, and start answering with you watching every reply until you are comfortable.
Do you also handle French speaking customers?
Yes. We work in English and French, so bilingual support for customers in Canada or France is available on any plan.
Let your customers feel understood.
Send us access to your last 100 tickets. We will show you what we would change, whether or not you hire us.
Book my free support audit