Shopify customer support, handled for you

Most Shopify support is the same dozen situations on repeat: where is my order, can I change my address, can I cancel, this arrived damaged, which size should I pick. Each one is simple. Answering hundreds of them every month, on weekends, while running the rest of the business, is not.

We take that inbox off your plate. We work directly inside your Shopify admin and your helpdesk, look up the order before every reply, and answer in your tone of voice.

What We handle

• Order status and tracking: checking the carrier, explaining delays honestly, and opening carrier claims when a parcel is lost.
• Order edits: address changes, item swaps and cancellations before fulfillment, following your rules.
• Pre sale questions: sizing, materials, shipping times and stock, so hesitant buyers get an answer before they leave.
• Damaged, wrong or missing items: collecting photos, arranging replacements or refunds within the limits you set.
• Discount code problems: checking why a code failed and fixing it the way you prefer.
• Escalations: anything unusual comes to you with a short summary and a suggested answer, never a bare forward.

How it fits your store

We use the tools you already pay for: Gorgias, Zendesk, Freshdesk, Help Scout, Re:amaze, Shopify Inbox or a shared Gmail or Outlook inbox, plus your tracking and returns apps. You keep ownership of every account and can see every reply.

In the first week we write down your policies together: what we can refund without asking, when to offer a replacement, which discount we can give to save a sale, and what always needs your approval. Those rules are the difference between support that protects your margin and support that gives it away.

Why a store operator, not a call center

Careful Reply is run by a store operator who handles customer service for his own direct to consumer brand, shipping to the UK, the US, Canada and Australia. We know which answers calm a customer down and which ones lead to a chargeback, because we deal with both every week. That experience goes into every reply we write for you.