Partnering With You, For Your Success

Queue System: Support tickets are addressed in the order received for fairness and efficiency.

During Business Hours: Submit your ticket during business hours for prompt review by our support team.

Outside Business Hours: Tickets outside of regular hours queued for next business day. We'll address it promptly upon return.

Response Time: Please allow us 24-48 hours to process your ticket when it's our turn in the queue. We value your patience and acknowledge the need to address your concerns promptly.

Resolution Time: Please allow us 24-48 hours after response time to resolve your issue. Our team will work diligently to address your concerns within 24-48 hours.

Thank you for your understanding. We appreciate your patience as we address each ticket with care. We look forward to assisting you during our business hours!

A thorough, detailed explanation helps us diagnose and resolve your issue efficiently. Here's how to provide one:

What to Include in a Good Explanation:

• Specific Details: Instead of saying "my store doesn't work," specify what aspect of your store is malfunctioning. For example, "The checkout button is unresponsive when clicked." Highlight specific issues with your store rather than generalizing. For instance, mention if the checkout button is unresponsive when clicked.
• Context: Provide any relevant background information that could help us understand the issue better. Mention any recent changes or updates made. Share any previous communication or attempts to resolve the issue. Highlight any key details or specific examples that could aid in understanding.
• Error Messages: If there are any error messages appearing, include the exact text or a screenshot of the message.
• Steps to Reproduce: List the steps you took that led to the problem. This helps us replicate the issue on our end.
• Impact: Describe how this issue affects your operations, such as "Customers are unable to complete their purchases."

Additionally, recording a video or providing a screenshot of the issue can be incredibly helpful. Visual aids allow us to see exactly what you're experiencing and can often provide insights that words alone cannot.

Here are some free tools you can use to record a video or take a screenshot:

• Loom - For recording quick and easy video walkthroughs.
• Zight - For capturing screenshots and videos directly from your browser.

What Not to Do:

• Vague Descriptions: Avoid broad statements with no specifics, like "it's not working."
• Lack of Context: Sending a screenshot without any explanation or not describing what you were doing when the issue occurred leaves us guessing.
• Skipping Details: Omitting details about when the issue started or any attempted solutions can lead to unnecessary back-and-forth communication.

Guidelines and visual aids help us understand your issue quickly and accurately, reducing resolution time and preventing frustration.